Refundable Booking

We have launched an innovative new feature to our online Advance ticket bookings called, Refundable Bookings, which enables all travellers to select upgraded Refund Terms when purchasing an Advance ticket.

Refundable Bookings help you book confidently knowing that if an unforeseen circumstance that is within our wide range of T&Cs affects you and prevents you from travelling with your Advance ticket, you will be eligible for a 100% refund of your transaction.

We include as many circumstances as possible within our T&Cs that may affect any traveller, including the example scenarios below:

• COVID-19 Infection – See Details
• Illness (affecting you or an immediate family)
• Accident / Injury
• Pre-existing medical conditions
• Pregnancy Complications
• Death (including immediate family)
• Public Transport Failure (to your booking with us)
• Mechanical Breakdown of your vehicle (to your booking with us)
• Adverse Weather
• Home Emergency
• Theft of Documents
• Jury Service
• Court Summons
• Armed Forces & Emergency Services Recall
• Relocated for Work
• Changes to Examination Dates

To view even more scenarios and the evidence required, please read the full Refundable T&Cs here.

Refundable Bookings are offered to you during our booking process prior to payment and can be found as a small optional box for you to select. When selected, a small fee is added to your transaction for the upgraded terms and once you have paid, your upgraded Refund Terms will be active.

I can’t travel with my Advance ticket; how do I apply for my refund?

Once you have made your payment, you will receive a booking confirmation email from us which contains an additional section about your Refundable ticket. Please click the link to the dedicated online application form and use your booking reference to open your refund application and complete.

How long does it take to receive my refund?

Once you have submitted your refund application, you will receive confirmation of receipt from the Customer Experience team and if approved, you will receive your refund within 72 hours directly to your chosen bank account. Please keep an eye out for any additional emails should the Customer Experience team require more information or have a question relating to your refund application.

My train is cancelled, is this included in Refundable Bookings?

Refundable Booking T&Cs are only applicable for personal circumstances affecting you as an individual and therefore cancellation or delay by us is not included in the Refundable T&Cs. If your train is cancelled or delayed you may be able to claim compensation, find out more here.