Refunds & changing tickets

Off-Peak, Anytime or Season Tickets

  • If you have an Off-Peak or Anytime/Anytime Advance ticket and you apply for a refund on an unused ticket, an admin fee of £10 may apply.
  • Unexpired Season Tickets can be refunded at any time and train companies calculate how much is refunded by how much value is left on your ticket. They do this by deducting the value of any other tickets you could have travelled with in the same time until you stopped using your Season Ticket. This refund can be backdated  with evidence that illness prevented you from travelling. (National Rail Conditions of Travel, 40.4).
    • To see how much you could get back from your Season Ticket, you can use the handy calculation tool here to work out the value of your refund. (Please note, this is designed for National Rail Season Ticket calculations - West Midlands Local Authority Season Tickets (such as nTrain or nNetwork) have their own independent calculation method)
  • Customers can apply for ticket refunds up to 4 weeks from the last day that the ticket was valid.
  • In areas where there is disruption, we and other operators will agree cross-ticket acceptance on a case by case basis.

We currently estimate the completion of applications 28 days after submission, please be aware this may take longer if we need to contact you for further information regarding your application.

Student Season Tickets

To request a refund on a student season ticket, please email details to [email protected]. Refunds will be made on a pro rata basis and a £10 admin fee will apply.

Rail travel vouchers

If you have unused Rail Travel Vouchers that expire between 20 October 2020 and 30 June 2021 your voucher(s) will automatically be valid for an additional six months from the original date of expiry.

Where to change your ticket or apply for a refund or a voucher

If you bought your ticket via... Apply for a refund in this way.
London Northwestern Railway or West Midlands Railway ticket offices (booking window or self-serve ticket machine)

If you are unable to use Advance Single tickets due to local restrictions:

  • Visit the booking office window to amend your booking to another date.
  • Or complete this form to apply for vouchers.
Our website ( or, our app or from our phone team

Log into your online account

  • Access your bookings under 'My Account' and follow the instructions
  • Please note, if you are seeking a refund or change of ticket for travel between Wednesday 23rd and Sunday 27th December 2020, please contact our call centre on the number below.

Phone our call centre on 0333 311 0006

  • Mon-Fri, 08:00 to 16:00

If you are unable to cancel in this way, email:

If you are unable to use Advance Single tickets due to local restrictions:

An alternative retailer

Contact them directly