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Changing your mind

If you have bought a ticket in advance and then change your mind about making the journey that day, then you can get a refund of the ticket price less a £10 administration fee.  If you bought online, then you have to get the refund from that online retailer – their website will explain how to do this.  If you bought at a station ticket office, then any station ticket office will be able to give you a refund.            

If you need to make the same journey but at a different time, then the situation depends on the type of ticket:
  • If advance, you will need to get a refund of your ticket (less the £10 admin fee) and buy a new ticket at whatever price is available. If you are travelling with CrossCountry and bought the ticket on their website, CrossCountry will waive the £10 fee provided you get the refund and buy the new ticket in one transaction at least 24 hours before your original train was due to depart.
  • If off-peak and you now need to travel during the peak period, some operators will sell you an upgrade for the price difference, without any admin charge – check at the ticket office.  Otherwise you will need to get a refund of your ticket (less the £10 admin fee) and buy a new ticket – check whether an advance ticket is available
  • If anytime and you now need only to travel off-peak, check whether changing to an off-peak ticket will save more than the £10 admin fee – otherwise use the anytime ticket
If you want to make the return journey on a different day, then:
  • If you have a day return, the some operators will sell you an upgrade at the ticket office for the price difference, without any admin charge, provided that the ticket is valid (ie you can’t upgrade on the following day).  Otherwise, you will have to buy a new single ticket
  •  if you have a period return, check whether the new return date is still within the period of validity. If not, you will have to buy a new single ticket.
Reservations are only necessary with an advance ticket.  With off-peak tickets you can travel on any train within the time restrictions, and with anytime tickets you can travel on any train - not just the train for which you have a reservation.

If you have been given the wrong ticket, ie it is not for the journey, route or time that you asked for, then you are entitled to a replacement without paying any administration fee. If you have purchased a ticket in advance but are unable to or decide not to travel because trains are delayed/cancelled (by more than the threshold for Delay Repay payments) then you are entitled to a full refund without the admin fee.




When things go wrong | Ticket machine not working | Ticket lost stolen or damaged | Reserved seat not available | Missed connection | Cancelled or missed connection with last train | Alternative routes in the event of delay | Delay repay | Penalty fares | Making a complaint

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