Refunds & exchanges

Changing the date

All daily train tickets (including Advance) are flexible, so that if you want to change the date and/or time of travel you can without charge, providing the original travel date printed on your ticket hasn’t passed.

Refunds & exchanging tickets

To claim a refund or exchange a ticket, you will need to contact the retailer you bought it from, we’ve got helpful tables below to direct you to the right application process. Simply select the type of ticket (Season, Daily, Advance) below:

Retailer

Refund process

How much will I get back?

Our stations:

Self-service ticket machines and staffed ticket offices.
Complete a Season Ticket Refund form, unless you have purchased an nNetwork multi-modal Season Ticket, applications must be made to Transport for West Midlands.

Changing tickets can be done at any staffed station.
A £10 administration fee will be deducted from your refund.

Weekly, monthly, monthly+, annual: Unexpired Season Tickets can be refunded prior to their expiry. We deduct the value of any other tickets you would have used to travel for the same time until you surrendered your Season Ticket. In some circumstances this refund can be backdated with evidence that illness prevented you from travelling. (National Rail Conditions of Travel, 40.4). Check how much your refund is with this handy calculation tool.

Flexi Season: A refund is calculated from the difference between the price you paid for 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 that no refund is due.

nTrain, nNetwork season tickets: Refunds are calculated via Transport for West Midlands.

Student term time season tickets: Refunds are calculated on a pro-rata basis.

Our website, app or by phone:

Account holders: Log in and proceed to ‘My Season Tickets’

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

Abellio Corporate Annual tickets: contact [email protected]

Student term time tickets: contact [email protected]

Other UK train operators:

For tickets purchased at the following stations:
  • Avanti West Coast for Birmingham New Street, Birmingham International, Coventry, Crewe, London Euston, Rugby, Runcorn, Stafford, Stoke on Trent
  • CrossCountry (online retailing only)
  • East Midlands Railway for Kidsgrove
  • London Underground for Harrow & Wealdstone, Wembley Central
  • London Overground for Bushey
  • Merseyrail for Liverpool South Parkway
  • Northern for Liverpool Lime Street
  • Thameslink for Bedford
Contact the train company directly if you bought your ticket at one of their stations or off their website:

Other online ticket retailers:

  • Transport for West Midlands for Swift, Direct Debit, NWM Corporate tickets, Term/Scholar tickets, nTrain, nNetwork
  • Trainline customers, most UK train tickets
Contact the retailer directly:

Retailer

Refunds or changing tickets process

How much will I get back?

Our stations:

Self-service ticket machines and staffed ticket offices.
Complete a Daily Ticket Refund form

Changing tickets can be done at any staffed station.
Change your journey: via our stations or our websites, you can do this without charge, other retailers may charge a £10 administration fee.

Refunds: in most cases a £10 administration fee will be deducted.

Our website, app or by phone:

Account holders: Log in and proceed to ‘change my ticket’ section.

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

Other UK train operators:

For tickets purchased at the following stations:
  • Avanti West Coast for Birmingham New Street, Birmingham International, Coventry, Crewe, London Euston, Rugby, Runcorn, Stafford, Stoke on Trent
  • CrossCountry (online retailing only)
  • East Midlands Railway for Kidsgrove
  • London Underground for Harrow & Wealdstone, Wembley Central
  • London Overground for Bushey
  • Merseyrail for Liverpool South Parkway
  • Northern for Liverpool Lime Street
  • Thameslink for Bedford
Contact the train company directly if you bought your ticket at one of their stations or off their website:

Other online ticket retailers:

Transport for West Midlands for Swift, Direct Debit, NWM Corporate tickets, nTrain, nNetwork, Daytripper

Trainline customers, most UK train tickets
Contact the retailer directly:

Retailer

Changing Advance tickets

Administration fee

Our stations:

Ticket office window (staffed)
Change date or time of travel at any staffed station.

Exchange ticket for (non-cashable) rail travel vouchers by completing a Voucher Exchange form.
Advance Single tickets can only be changed up to 6pm the day prior to travel, and because these are quota controlled if there are no tickets left at the price you originally paid, you will need to pay the difference.

Until 31 December 2021 there is no longer a £10 administration charge for re-arranging your date of travel or train time, other retailers may still charge.

Our website or app:

Account holders: Log in and proceed to ‘My Account’ and select ‘Order Status and Refund Applications’.

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

Exchange ticket for (non-cashable) rail travel vouchers by completing a Voucher Exchange form.

Other UK train operators:

For tickets purchased at the following stations:
  • Avanti West Coast for Birmingham New Street, Birmingham International, Coventry, Crewe, London Euston, Rugby, Runcorn, Stafford, Stoke on Trent
  • CrossCountry (online retailing only)
  • East Midlands Railway for Kidsgrove
  • London Underground for Harrow & Wealdstone, Wembley Central
  • London Overground for Bushey
  • Merseyrail for Liverpool South Parkway
  • Northern for Liverpool Lime Street
  • Thameslink for Bedford
Contact the train company directly if you bought your ticket at one of their stations or off their website:

Other online ticket retailers:

Trainline customers, most UK train tickets
Contact the retailer directly:

To claim a refund from us, you’ll need to apply up to 4 weeks from the last day the ticket was valid, it takes up to 28 days to process and it can take longer if we need to request further information from you. Our Customer Relations Team are unable to process refunds over the phone.

Compensation for a delay

If we’ve delayed your journey by 15 minutes or longer, you may be entitled to compensation via Delay Repay.

Unused Rail Travel vouchers

Due to the pandemic if you have vouchers that are dated between 20 October 2020 and 30 June 2021 these will be automatically extended for an extra 6 months from expiry date, you do not need to do anything to get these updated.