Ticket refunds and compensation FAQs

If you have a valid ticket for your journey, you can claim compensation for delays of just 15 minutes or more.

You can claim Delay Repay on our daily tickets, Season Tickets and Flexi Seasons.

• Online: The easiest way to claim is via our online Delay Repay form
• By post:
  • Download a Delay Repay claim form PDF or pick up a copy from our staffed stations
  • Post the completed form in an envelope to:
    Freepost LONDON NORTHWESTERN RAILWAY DELAY REPAY

Proof of defaced/spoilt tickets

As part of the delay repay claims process, you may be asked to deface / spoil your ticket and provide proof of this. This applies to single, return or day travel card tickets only. We ask for this so that we can ensure the ticket cannot be used or claimed against more than once.

You can deface your ticket by drawing a single line across the ticket, or by cutting the ticket in half (examples shown below). Please note, lines drawn on tickets in pencil or digitally will not be accepted.

Find out more, including how much compensation you might be entitled to, on our Delay Repay page.

If you activate a day of travel on your Flexi Season ticket, you can claim compensation for delays of 15 minutes or more. You can also make a claim if you activate a day's worth of travel and choose not to travel at the last minute due to the train delays.

• Online: The easiest way to claim is via our online Delay Repay form
• By post:
  • Download a Delay Repay claim form PDF or pick up a copy from our staffed stations
  • Post the completed form in an envelope to:
    Freepost LONDON NORTHWESTERN RAILWAY DELAY REPAY

Find out more, including how much compensation you might be entitled to, on our Delay Repay page.

If your journey qualifies and you're delayed by 15 minutes or more, you will now receive a prompt via email to submit a claim the day after you travel. The link in the email will automatically fill out and submit a claim form for you if you haven't made a claim for that journey already.

You'll only be eligible for One-click Delay Repay if:

• Your ticket is an Advance Single. This feature does not apply to other ticket types.
• You bought your ticket directly through your LNR (London Northwestern Railway) or WMR (West Midlands Railway) account, either on the app or website. Tickets purchased elsewhere will not qualify.

Advance tickets:

• You can change the date and/or time of travel for a £10 admin fee
• Contact us before the booked departure time of your first train
• There are limited tickets at each price so you’ll need to pay any difference in fare

Daily tickets: Anytime, Off-Peak and Super Off-Peak

• You can change the date and/or time of travel free of charge
• Contact us by the travel date printed on your ticket 23:59 the day before your ticket is valid for travel.

If you bought your ticket:

• From our website, app or by phone:
  • Log into your account and go to “My Bookings”
  • Click “Manage my booking” under the relevant ticket
  • Select “Change date/time” and follow the instructions
• Online (guest checkout):
  • Email [email protected]
  • Quote your transaction ID and ticket details
  • At the station: Visit the ticket office at any London Northwestern Railway or West Midlands Railway staffed station

During disruption:

• If your train is delayed or cancelled before you start your journey and you decide not to travel, you can claim a full refund (with no admin fee) on your unused tickets
• We’ll also give you a full refund if your train is delayed or cancelled part way and you decide to abandon your journey and return to your original station

During normal service:

• If you decide not to travel for your own reasons, you can claim a refund if your ticket type allows it and you apply by 23:59 the day before the ticket is valid.
• There’s a £5 admin fee per ticket refunded

Note: If you bought your ticket on or before 31 March 2026, you still have up to 28 days from the expiry date to apply for a refund.

How to apply:

• Visit our “Refunds & exchanges” page for full details of how and where to apply
• You can apply for a refund up to 28 days from the last day the ticket was valid. For tickets bought from 1 April 2026, you must apply before your travel date. It takes up to 28 days to process but it may take longer if we need to request more information from you

Ticket purchased online

Log into your online account with your username and password and select the ticket you would like to refund. Then follow the instructions.

Ticket purchased by phone

You can apply for a refund by calling us on 0333 311 0006 .

Ticket purchased from a ticket machine or ticket office

Please visit the original purchase station to claim a refund.

You can apply for a refund as soon as you buy a ticket, up to a maximum of 28 days from the ticket expiry date.

• For tickets bought from 1 April 2026: You can apply for a refund as soon as you buy a ticket, up to 23:59 on the day before the ticket becomes valid.
• For tickets bought on or before 31 March 2026: You have up to 28 days from the ticket expiry date to apply.

Only if you have a paper ticket that you’ve already received in the post or collected from the station.

• Please post your tickets back to us: PO Box 23972, Edinburgh EH3 5DA
• We’ll process your refund when we receive your tickets

Other delivery options:

• Paper tickets not yet collected: If your tickets are still in the machine you don’t need to do anything
• E-tickets: You don’t need to do anything
• Mobile tickets:
  • If you’ve downloaded the ticket you’ll need to remove it from your device before we can process a refund
  • Tickets already activated are non-refundable

We’ll send you an email to confirm your request and process your refund within five working days. All refunds go back onto your original payment card.

You can change the origin and/or destination station if your Season Ticket is monthly or longer and valid for at least another seven days.

Return your ticket to the point of purchase: your local station ticket office or by logging into your online account.

• The ticket expiry date stays the same
• If your new journey is cheaper we'll give you a pro-rata refund, or charge the difference if your new ticket is more expensive
• You won't have to pay an administration fee
• We can't change a ticket retrospectively so refunds won’t be backdated

Find out more about ticket refunds and exchanges

No, Flexi Seasons can’t be exchanged.

If you’re travelling more than expected when you bought your Flexi Season, check which ticket is best for your journey with the National Rail Season Ticket calculator

If a Season Ticket will be better value, you can:

• Use up your remaining Flexi Season journeys and then buy a Season Ticket
• Or request a refund on your Flexi Season and buy a Season Ticket instead

• Weekly, monthly, monthly+, annual Season Ticket: You can apply for a refund before the Season Ticket’s expiry date if you have the minimum time remaining:
  • Weekly: At least 3 days
  • Monthly or more: At least 7 days
  • Annual: At least 12 weeks
  • We’ll deduct the value of any other tickets you would have used to travel for the same time until you surrendered your Season Ticket
• Flexi Season:
  • Refunds are calculated on the difference between the price of the Flexi Season and the cost of an Anytime return ticket for each day you have used
  • If you only have one or two journeys left you may find there’s no refund due
• nTrain, nNetwork Season Tickets: Refunds are calculated by Transport for West Midlands
• Student Season Tickets: Refunds are calculated on a pro-rata basis

You must return your Season Ticket to the point of issue for a refund. A £10 admin fee applies.

Season Tickets bought at a station

London Travelcards, point to point Season Tickets, Flexi Seasons and nTrain:

Staffed stations: Bring your ticket to any London Northwestern Railway or West Midlands Railway staffed station ticket office

Post: Send your unwanted Season Ticket to our Freepost address with a note outlining the reason for refund and your contact details. We must receive your Season Ticket within three days of the 'Last day of use' date or we may use a different date to calculate your refund:
FREEPOST
LONDON NORTHWESTERN RAILWAY
CUSTOMER RELATIONS
We recommend you request a proof of postage certificate from the Post Office

nNetwork multi-modal Season Ticket:

• Apply direct to Transport for West Midlands (TfWM)

Season Tickets bought from our website, app or by phone

Weekly, Monthly, Annual and Student Season Tickets, Flexi Seasons:

• Account holders: Log into your online account and follow the instructions under the relevant ticket in “My bookings”
• Guest checkout: Email [email protected] quoting your transaction ID and ticket details
• Student Season Tickets: Email [email protected]
• Flexi Seasons: Call us on 0333 311 0006 and select OPTION 2

Season Tickets:

• If you’re not using your Season Ticket due to long term sickness, you can return your ticket for a refund and buy a new one when you return to work
• If you’re unable to request a refund on your Season Ticket when you stopped using it, we’ll offer you a refund from the date your illness started, provided that you supply a medical certificate or other evidence of your illness

Flexi Seasons:

• If you were sick and couldn’t use your Flexi Season ticket you can apply for a refund before the end of the 28-day validity period
• There must be at least one unused journey left to refund and a £10 admin fee applies
• We’ll consider your refund request after the expiry date if you can supply a medical certificate or other evidence that illness meant you couldn’t apply for a refund sooner

If you forget your Season Ticket you can claim back the cost of the replacement daily tickets up to twice a year.

You can claim:

• First occasion: Full refund of the replacement ticket cost
• Second occasion: Refund less a £10 administration fee
• Third and subsequent occasions within a 12-month period: No refund

To apply for the refund:

• Take your replacement ticket and Season Ticket to any London Northwestern Railway or West Midlands Railway staffed station ticket office for a refund
• OR contact our Customer Relations team online
  You will need to upload an image of your replacement ticket and an image of your current Season Ticket or Smartcard

You must return your Season Ticket to the point of issue for a refund.

If you bought your ticket at a station you can return it to the ticket office at any London Northwestern Railway or West Midlands Railway station for a refund.

If you bought your Season Ticket from our website, app or by phone:

Account holders: Log into your online account and follow the refund instructions under the relevant ticket in “My bookings”

Guest checkout: Email [email protected] quoting your transaction ID and ticket details

Student Season Tickets: Email [email protected]

Flexi Seasons: Call us on 0333 311 0006 and select OPTION 2