Refund Request Form

If you abandoned your journey due to disruption or a cancellation, you can request a refund on any ticket type.

Due to Covid-19, we have temporarily changed our refund policy and we are no longer charging a £10 administration fee per ticket for refunds. You can learn more about our temporary refund policy here.

If you purchased your ticket on our website or in our mobile app (excluding Smartcard tickets) please do not use this refund request form. Instead, log-in to your account to request a refund and follow the instructions to return your unused tickets to our Freepost address.

For all other ticket purchases, including all Smartcard tickets, please complete the form below.

You will be asked to upload a photograph of your paper ticket in the Outward and/or Return Journey Details section of the form below. You should deface your tickets before photographing them. Click here to see an example of a defaced ticket.

If you purchased your ticket from a third party e.g. a travel agent, then please contact them directly.