Upgrading your refund terms

You can upgrade your booking and receive a 100% refund if you cannot attend and can evidence one of the many reasons in our Terms and Conditions.

This option is offered during the online booking process prior to payment.

How do I request a refund?

Near the bottom of your booking confirmation email, please click the link to the dedicated online refund form.

How long does it take to receive my refund?

After you’ve submitted the online refund form, you’ll 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.

Keep an eye out for any additional emails should the Customer Experience team 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 and therefore cancellation or delays is not included.

If your train is cancelled, please email us at [email protected] with your original booking confirmation. If your train is delayed, please see our delay repay compensation scheme.

Please don't send us images of passports, credit or debit cards, or other information that is personal to you. We'll let you know if we need anything from you and how to send it to us.