In most circumstances, you can request refunds online in your account. However, there are different processes for delays, cancellations, partial refunds. We've covered these in the sections below.
Which tickets can I refund?
If not, you're only eligible for a refund on the flexible part of the ticket, unless your train was delayed or cancelled.
| Ticket type | Refundable? |
| Flexible tickets: Anytime, Off-Peak and Super Off-Peak | Yes, you're eligible for a full refund. |
| Advance Single | These tickets are non-refundable. |
 SplitSave booking:All flexible tickets | Yes, you're eligible for a full refund. |
| SplitSave booking: Combination of Flexible and Advance tickets | You're only eligble for a refund on the flexible part of the ticket, unless your train was delayed or cancelled |
| SplitSave booking: All Advance tickets | You're not eligible for a refund unless your train was delayed or cancelled. |
How to request a refund online
If you have an account:
- Sign in.
- Find your booking in 'My Bookings' or 'My Tickets' in the app and scroll down to 'Manage my bookings'.
- Select 'Refund my tickets' or 'Change date/time'.
If you don’t have an account:
- Create an account by following the link in your confirmation email. Search your inbox for auto-confirm@info.thetrainline.com.
- Follow the steps above to request your exchange or refund.
Please bear in mind, we can only refund tickets that have not been used. But, if you’ve only used one part of a Return ticket, you may be eligible for a partial refund. Mobile Tickets that are activated are not eligible for a refund.
Refunds for delayed or cancelled trains
- For cancelled trains, please complete our refund request form.
- For delayed trains please see Delay Repay compensation.
Refunds for part of your journey (Partial refunds)
Eligible ticket types
You can normally get a refund on:
- the outbound part of a Return ticket, provided neither part of your ticket have been used
- the inbound part of your ticket, provided you haven't used that part of it
Anytime, Off-Peak and Super Off-Peak tickets can be bought as Single or Return fares, so you can request partial refunds for Return tickets. Advance tickets are only sold as Single fares, so partial refunds don't apply.
However, based on the current coronavirus (COVID-19) situation, you can get an exceptional refund on Advance tickets, provided they were bought before and valid for travel after 23rd March 2020. Read more info on our coronavirus travel info page.
How are partial refunds calculated?
A partial refund doesn't necessarily work out as a 50% refund. Your refund is calculated by subtracting the price of the equivalent Single ticket from the price of the Return ticket. In some cases, the difference between the tickets is so minimal that you wouldn't be eligible for a refund.
Let's say for example, an Off-Peak Single ticket for your route is £91.10 and the Off-Peak Return for the same route is £92.20, you wouldn't be eligible for a refund.
Normally we charge a tiered refund fee (based on the price of your ticket). So, if the difference between the Single and Return tickets is lower than the refund fee, then you won't be eligible for a refund.
How to request a partial refund
While you can request full refunds in your account, for partial refunds it's a little different. You'll need to contact us.When will I get my refund?
Refunds can take up to 28 days to appear in your account, but often it's much quicker. You can check the status of your refund in your account. Here's a guide to what the statuses mean.
- Refunded/ Refund Approved - You've done everything you need to and your refund is on the way back to you, it will appear in your account within 5 days.
- Refund Processing/ Refund - Action Required – Before we can process your refund we may need you to return your tickets.
- Refund Rejected– We’re unable to refund your tickets. This could be because you've scanned your eticket or activated your Mobile Ticket.
