Can I request for a refund of my tickets at the station that I have purchased on the website/mobile app?
For tickets purchased with CrossCountry using our website or Train Tickets app please see the table below. Otherwise, please contact your original retailer.
|
Ticket type |
Can I change my ticket? |
Can I get a refund? |
Next steps |
|
Advance train tickets |
You can amend your Advance train ticket without paying a £10.00 admin fee with CrossCountry. You may change your date and time of travel, but your origin and destination must remain the same. Any changes must be made before 18:00 the day before the original travel date. |
Advance tickets are not refundable. However, if the train you purchased a ticket for is cancelled a refund will be provided. Until 30 November 2022, if you do not wish to amend your Advance tickets, they can be exchanged for Rail Travel Vouchers, which are valid for 12 months from the date of issue National Rail Travel Vouchers must not be exchanged for cash. |
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on [email protected] . or 0371 244 2389. For contact information and opening hours, please visit our Contact Us page. To request a Rail Travel Voucher please e-mail our Customer Relations Team on [email protected]. Please include your booking reference number. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. |
|
All other tickets with the exception of Season tickets |
As your ticket is flexible, please check to see if it is valid for when you would like to travel. Otherwise, you can apply for a refund if requested within 28 days of the expiry of your ticket. |
If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund the £10.00 admin fee applies. Changes should be made before the journey has begun and a refund must be claimed within 28 days of the ticket expiry. If you have If you booked an Anytime, Off-Peak or Super Off-Peak ticket, and wish to apply for a refund due to a service cancellation you can apply for a refund and the £10 admin fee will not apply. |
You can change your ticket in the My Account section of our site or Train Tickets app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support on [email protected] or 0371 244 2389. For contact information and opening hours, please visit our Contact Us page. If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above. |
Please note, refunds can take up to 5 working days to process once received by our team.
Season tickets can be refunded at any time, but there must be at least three days remaining on a weekly Season ticket, or seven days remaining on a monthly or longer Season ticket to obtain a refund. Refunds are not pro-rata as the unit cost of a Season ticket decreases as the period of validity increases. Annual Season tickets have little to no refund value if they have been used for more than 10 months, 12 days.
For more information and to see how much you could get back for your Season ticket, visit the National Rail website and use the Season Ticket Refund Calculator tool.
To request a refund for your Season ticket please contact our Web Support team on [email protected].
If you have a paper ticket and wish to make a refund please contact our Web Support team on [email protected] address only and they will provide directions on how to process. This will include a photograph of your paper ticket cut diagonally in half.
Can’t find the right answer?
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