If your plans have changed, here’s how to request a refund or change your ticket.
You can refund our single and return tickets until 28 days after they expire. There may be a £5 refund fee.
Send your unused tickets with your name and address to: "Freepost GREATER ANGLIA REFUNDS"
Contact your original retailer
Please do not send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if more information is needed.
If you need to change your ticket, you will need to purchase a new ticket and then refund your original ticket.
If you bought your ticket on our website, you can change the date or direction before your travel date without making a new booking.
✅Did not travel
✅Request made within 28 days after ticket expires
❌ Did travel
❌ Taxi, hotel and flight expenses, please claim under your travel insurance
You can get a full refund if you didn’t travel due to a delay or cancellation. However, If you did travel, you cannot get a refund but you claim compensation if you were delayed by 15 minutes of more through Delay Repay.
Advance tickets are non-refundable, unless you did not travel because the Stansted Express or you upgraded your refund terms.
If you upgraded your refund terms while booking online, you can receive a 100% refund through our Refund Protect partner if you cannot attend and can provide evidence for one of the many reasons in their Terms and Conditions.
Our Advance tickets are non-exchangeable and non-refundable. However, you can claim a refund for these if you upgraded your refund terms.
How long does it take to receive my refund?
After you’ve submitted the online refund form, you’ll receive confirmation of receipt from our partner. If approved, you will receive your refund within 72 hours directly to your chosen bank account.
Keep an eye out for any additional emails should they need more information relating to your application.
My train is cancelled, is this included in the Upgraded Refund Terms?
The Upgraded Refund T&Cs are only applicable for personal circumstances affecting you as an individual. Therefore, our partner does not accept refunds for delays and cancellations.
If you did not travel because your train was cancelled or delayed, please follow the steps further up this page.
More information about refunds and compensation can be found in our Passenger's Charter booklet and the National Rail Conditions of Travel.
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