Refund for a train that was cancelled
For delayed trains, please see Delay Repay UK compensation or if travelling in other European countries see this article.
Keep up to date with live train running information via our app, and for the latest updates and disruption across the UK rail network please see our rail status page.
UK
Refund for a cancelled train
If your train has been cancelled due to the strikes then please instead visit our guide to refunds and changes during a strike.
If your train is cancelled at least 48 hours in advance and we email you to let you know, you can use your current ticket to travel on the two services before or after your train that are run by the same train company as your original booking.
Flexible tickets such as Off-Peak and Anytime tickets also offer further flexibility allowing you to travel at various times of the day. Remember to check the conditions of your ticket in case you can only travel with a certain operator/ route.
If your train is cancelled within 48 hours of departure, you can use your current ticket to….
- Advance Singles – you can use your current ticket to travel on the service directly before or after your train that are run by the same train company as your original booking.
- Flexible tickets – such as Off-Peak and Anytime tickets offer flexibility and you can travel at various times of the day.
Remember to check the conditions of your ticket in case you can only travel with a certain operator/ route.
If this doesn’t work for you and you can no longer travel, you’ll be entitled to a refund.
If you are making a return journey and only one leg of your journey is affected, we can offer a fee-free refund or change of journey for both legs of your trip. This also applies if you have two single tickets that together form a return journey.
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.
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
TGV, Intercités, or TER+TGV journey
If your train has been cancelled, please contact us within 90 days of the travel date.
TER (Regional trains)
TER does not offer any refund or compensation for cancelled trains. As most of the tickets are valid all day, you can take the next train.If your train has been cancelled, please contact us within 90 days of the travel date.
If your OUIGO train is cancelled, the carrier will contact you directly to let you know and you will be able to choose between a fee free exchange or a voucher of your ticket’s value.
You will be able to exchange your ticket or use your voucher directly on OUIGO’s website, in My Bookings section.
TGV Lyria
If your train has been cancelled, please contact us.
Germany
If your train has been cancelled, please contact the carrier directly using this form.
Italy
If your train has been cancelled, please contact the carrier directly using this form.
Trenord
If your train has been cancelled, please complete this form and email it to [email protected] within 30 days.
The refund will be granted to those entitled within the necessary technical timeframes, and in any case within 30 days from the date of the delayed or cancelled service. Italo will provide you with a voucher (discount code) to use on Italo.
Spain
Renfe
If your train has been cancelled, please contact us.
iryo
If your train has been cancelled, please contact us.
OUIGO Spain
In the event of a train cancellation, OUIGO Spain will notify you by email and WhatsApp, provided you have given your phone number. You will be offered two options:
- Change your journey to another OUIGO train at no extra cost. You have 30 days from the date of your initial journey to make this change.
- Obtain a refund, which can be issued either as a voucher or directly to the payment method used for the reservation. The voucher will be valid for 6 months.
If you need to make a complaint following the cancellation, you can do so directly via this contact form.
All other European carriers
If your train has been cancelled, please contact us.
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