Refund your ticket
What to do if you can’t travel due to COVID-19
Some ticket types can be refunded whilst others can be changed to a later date or exchanged for rail travel vouchers. Check your ticket type below.
We'll also give you a full refund if your train journey is delayed or cancelled part way through and you decide to return to your original station instead.
How to apply for a refund
To claim a refund you will need to return your unused ticket to the place you bought it from. Please be aware that we are not able to process refunds over the phone.
- If you bought your ticket on our website or app: If you have not yet printed/collected a paper ticket you should Log into your online account and follow the instructions on the 'My account' screen. If you are unable to cancel your booking this way you may request a refund by emailing our team at [email protected]
If you have chosen to have your ticket(s) sent to you by post, or if you have collected your ticket(s) from a station, please send an email to [email protected] This must include a photograph of the tickets (for this journey only) cut in half, as well as your booking reference number.
- At our station (from a ticket office or machine): We understand that you're most likely unable to return your ticket to the station to obtain a refund. Instead, please email us at [email protected] with a photograph or scan of your unused ticket, cut in half with Covid19 written across in ink. Be sure to avoid writing over the price of the ticket. Please include a contact number should we need to get in touch. This will then be sent to the ticket office on your behalf who will process this for you. Due to the high level of requests we are currently processing, this make take up to 56 days to show on your account.
- Telephone booking team: If you have chosen to have your ticket(s) sent to you by post, or if you have collected your ticket(s) from a station, please send an email to [email protected] This must include a photograph of the tickets (for this journey only) cut in half, as well as your booking reference number.
If you have not yet collected your tickets you can request a refund by emailing your booking confirmation reference to [email protected]
- Smartcards: Please request a refund by emailing your smartcard number and photocard number (for season ticket holders) to: [email protected]
- Other train operating companies: if you bought your ticket from another train operating company or retailer, contact them directly
If you're posting tickets to us, we recommend sending them via Recorded Delivery to ensure they arrive safely.
Advance tickets are typically non-refundable but you may still be able to change the date and time of your journey. An administration fee of £10 per ticket will apply in some cases. Exceptions are listed below.
Changes due to the Coronavirus Timetable Reduction
If after purchasing your ticket, a service you booked to travel on isn't running in our Coronavirus Timetables, you can use your ticket on an earlier or later service. Alternatively, if you choose not to travel because of the timetable change, you may apply for a refund on your ticket.
Refunds can be requested from your place of purchase. If you bought your ticket through the EMR App or Website, call 03457 125678 (Option 2 then 1, 0800-2000 daily) or email: [email protected] providing your full journey details and booking reference
Changes due to the third national lockdown.
'Advance' tickets remain non-refundable however if you purchased your ticket before the latest national lockdown announced on 4th January 2021, you can rearrange travel without paying an admin fee on an Advance ticket.
If you know when you would like to rearrange travel for.
Access your bookings under 'My Account' and follow the instructions. Alternatively, phone our call centre on 03457 125 678 option 2 then option 1 (0800 - 2000), or email [email protected] including your booking reference and full journey details.
Please note this is only for tickets purchased from our website, app or telesales team. If you purchased your ticket at a station or third party retailer you should return to the place of purchase to rearrange travel.
There is no limit to the number of times the tickets can be changed fee-free, so long as the original ticket meets the criteria above. If your plans change again, we've got you covered.
If you don't know when you would like to rearrange travel for and would prefer a voucher.
Fill out our online form to apply for a rail travel voucher. Rail travel vouchers can be redeemed at a ticket office against the cost of any rail ticket within 12 months. Please only submit one form. If you have more than one booking, you can provide details of all your bookings in the free text box.
Please note that vouchers cannot be exchanged for cash or redeemed online.
Season ticket refunds
You'll need to buy a new ticket for your journey before you travel. You can claim a refund for the extra ticket twice within a 12-month period, but we will charge a £10 admin fee the second time. Apply for a refund at the ticket office where you bought your Season ticket (you'll need to bring your Season ticket, photocard, and the replacement tickets).
We can issue duplicate monthly or longer Season tickets at the ticket office where you bought your original ticket. We need to make sure your lost Season ticket isn't used fraudulently so may ask you a few questions when you request a new one.
If you don't need your Season ticket anymore, you may be able to get a refund on the unused portion. Return it to place you bought it from. Log into your online account and follow the instructions on the 'My account' screen if you bought your ticket online or have a Smartcard Season ticket.
We can generally give you a refund if there is:
- Seven days (or more) left on a Season Ticket valid between one and ten months
- Three days (or more) left on a weekly Season Ticket
- For an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it
You can use the handy calculation tool here to work out the value of your refund.
If you have less than the minimum remaining duration you will be unable to claim a refund, please do not send your season ticket to us. Refer to National Rail Conditions of Travel for more information.
We understand that many people are following Government advice and working from home. We are able to offer refunds on season tickets purchased online or at the station. Don't worry if you have already stopped commuting and have not yet applied for a refund, you can backdate your refund up to 56 days.
From 7th September it will no longer be possible to backdate a season ticket refund further than the date of application unless proof of illness is provided.
If you purchased your season ticket on our website, please email us at [email protected] for a refund. In the email please include the date of which you have surrendered your ticket to enable us to match it within our records.
If you purchased your season ticket from a ticket office we understand that you're most likely unable to return your ticket to the station to obtain a refund. Instead, please email us at [email protected] with a photograph or scan of your unused ticket, cut in half with Covid19 written across in ink and your photocard. Be sure to avoid writing over the price of the ticket. Please include a contact number should we need to get in touch. In the email please include the date of which you have surrendered your ticket to enable us to match it within our records. This will then be sent to the ticket office on your behalf who will process this for you. Due to the high level of requests we are currently processing, this make take up to 56 days to show on your account.
Read full details of your rights and how we handle Season ticket refunds in the National Rail Conditions of Travel
Railcards & National Rail Travel Vouchers
We understand the restrictions due to COVID means some Railcard customers haven’t made all of the journeys they had planned. However, on average Railcard customers save £130 per year and for many customers the cost of a Railcard is saved in just one journey. After careful consideration, the rail industry and government has confirmed that Railcards will remain non-refundable and will not be extended..
All train companies are working together to understand if it is possible to extend expired railcards. More information will be available soon.
If you have any questions about claiming a refund or making changes to your ticket, please contact us: