Covid-19 refunds

Following the government’s announcement on Saturday 31 October that England will enter a four-week lockdown starting Thursday 05 November and lasting until Wednesday 02 December 2020, the previously announced easements to Change of Journey policies for Advance tickets will be extended.

Advances purchased before the announcement

Advance tickets purchased to or from any National Rail station in the UK before Saturday 31 October 2020, for travel between 01 November 2020 and 02 December 2020 inclusive, can be changed without being charged the admin fee by the following method:

Fee-free 'Change of Advance' — We are offering a 12 month fee-free 'Change of Advance' for all Advance tickets purchased on or before 31st October for travel between 01 November 2020 and 02 December 2020.

You have 12 months from the outward travel date & time to rebook any journey and we will refund the total ticket cost of the lesser-value journey (waiving the admin fee). If an amendment results in a lower price ticket, the difference in fare will not be refunded. Please note that we are unable to offer travel vouchers or credit notes.

Standard T&Cs come into effect on your replacement booking, depending on the ticket type. Refer to 'Advance tickets purchased after the announcement' for more info.

Normal administration fees for all other ticket types (Off-Peak / Anytime) will remain in place for any tickets purchased and an admin fee of no more than £10 will apply to refunds.

Advances purchased after the announcement

Any Advance tickets purchased on or after 01 November 2020 for travel between 01 November 2020 and 02 December 2020 will not be eligible for fee-free changes. Customers can change the date and time of your booking by re-booking the exactly the same journey (the origin, destination and Train Company or route shown on the ticket(s) must remain the same) and we will refund the total face value of the original unused tickets less the £10 admin fee. Please note that we are unable to offer travel vouchers or credit notes.

If you have an Off-Peak or Anytime ticket and you apply for a refund on an unused ticket, an admin fee will still apply.

Government travel advice

Please observe the guidance on these pages and follow these measures set out when travelling by train.

• UK Government website
• Scottish Government website
• Welsh Government website (Yn Gymraeg)