For information on changes and refunds due to COVID and travel restrictions please view this article.
For delayed trains, please see Delay Repay UK compensation or if travelling in other European countries see this article.
UK
Cancelled train for upcoming trip
If you still need to travel, then your ticket is valid on the next available service with the same train operator. If you wish no longer to travel, then you can apply for a full refund by completing this request form.
Cancelled train today or in the past
If your train was cancelled and you chose not to travel the quickest and easiest way to refund your ticket is to do it online. Login to My Bookings, select your booking and click on refund tickets. If our system recognises your train as cancelled, then you will see the normal admin fee has been waived (£0).
Can’t find your booking? – click here
Compensation for a delayed train
If your train was delayed but you still managed to complete your journey then a ticket refund is not available. However the train operators themselves do offer compensation. Please see this article on how to claim compensation.
France
SNCF
TGV, Intercités, or TER+TGV journey
If your train has been cancelled, please email us within 60 days of the travel date.
TER (Regional trains)
If your train has been cancelled, you should contact the Region that emitted your ticket. Please note that a compensation isn’t guaranteed as most tickets are valid all day.
Eurostar
If your train has been cancelled, please email us within 60 days of the travel date.
OUIGO
If your train has been cancelled, please contact OUIGO directly.
TGV Lyria
If your train has been cancelled, please email us.
Thalys
If your train has been cancelled, please email us.
