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Please see below for refund information about each ticket type

Advance Tickets

Anytime, Off-Peak and Super Off-Peak tickets

Season Tickets

Business Travel

National Rail Travel Vouchers

Railcards

 

Book with confidence

If your plans change, you can amend when you travel fee free up until 6pm the day before you travel. Applies to Advance, Off Peak and Anytime tickets purchased until 31/12/21. Fare price difference may apply. Advance tickets purchased online can be exchanged for a voucher for future journey.

 

Advance Tickets

Standard Policy for Advance Tickets 

Please check to see if any Covid related amendments apply to you

  • Your ticket is non-refundable. However, if the train you purchased a ticket for is cancelled or delayed and as a result you decide not to travel a refund will be offered on completely unused tickets and you will not be charged an administration fee.
  • Whilst there are no refunds on Advance tickets in most cases you can change your journey prior to travel (up to departure) for a £10 fee plus any difference in the fare payable. However, please note that if you choose (where offered) to print your tickets at home or download them to your mobile device, different rules apply and you may not be able to subsequently change your ticket. The relevant conditions will be made clear when buying your ticket.
  • FAQ's for Advance Tickets

To help our customers socially distance, we have put systems in place so you can claim refunds remotely, minimising contact between passengers and staff, keeping everyone safer.

Please do not go into our ticket booking offices at this time for a refund request.

  Purchased from TfW Online Purchased at TfW Station or Ticket Vending Machine
I want to cancel my trip and get a refund:
 

Please note:
Admin fee will be charged from 7th September

  1. Visit My Account
  2. View your bookings
  3. Cancel

If tickets bought online and have already been collected.
Send an email with a photograph of the tickets cut in half to: returnedtickets.tfw@trainsfares.co.uk

If you can no longer see your booking please email customer.relations@tfwrail.wales

If you bought your ticket at our station or Ticket Vending Machine and would like to apply for refund, please post your ticket to:

Refund Request
Freepost
TFW RAIL CUSTOMER RELATIONS

with your name and address. 
Please do not go into our ticket booking offices at this time.

I want to change my ticket:

Admin fee will be charged from 7th September

  1. Visit My Account
  2. View your bookings
  3. Change date/time

If you bought your ticket at our station or Ticket Vending Machine and would like to apply for refund, please post your ticket to:

Refund Request
Freepost
TFW RAIL CUSTOMER RELATIONS

with your name and address. 
Please do not go into our ticket booking offices at this time.

 

Anytime, Off-Peak and Super Off-Peak tickets

To help our customers socially distance, we have put systems in place so you can claim refunds remotely, minimising contact between passengers and staff, keeping everyone safer.

Please do not go into our ticket booking offices at this time for a refund request.

We are currently averaging 30 days to process refunds - last updated 11 March 2021.

  Purchased from TfW Online Purchased at TfW Station or Ticket Vending Machine
I want to cancel my trip and get a refund:
 

Please note:
Admin fee will be charged from 7 September 2020

  1. Visit My Account
  2. View your bookings
  3. Cancel

If tickets bought online and have already been collected.
Send an email with a photograph of the tickets cut in half to: returnedtickets.tfw@trainsfares.co.uk

If you can no longer see your booking please email customer.relations@tfwrail.wales

If you bought your ticket at our station or Ticket Vending Machine and would like to apply for refund, please post your ticket to:

Refund Request
Freepost
TFW RAIL CUSTOMER RELATIONS

with your name and address. 
Please do not go into our ticket booking offices at this time.

I want to change my ticket:

Admin fee will be charged from 7 September 2020

  1. Visit My Account
  2. View your bookings
  3. Change date/time

If you bought your ticket at our station or Ticket Vending Machine and would like to apply for refund, please post your ticket to:

Refund Request
Freepost
TFW RAIL CUSTOMER RELATIONS

with your name and address. 
Please do not go into our ticket booking offices at this time.

 

 

Season Tickets

  • Season Tickets can be refunded at any time and we will calculate how much is refunded by how much value is left on your ticket.
    We 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.
  • We can generally give you a refund if there is:
    1. Seven days (or more) left on a Season Ticket valid between one and ten months
    2. Three days (or more) left on a weekly Season Ticket
    3. For an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it
  • Please use the Ticket Refund Calculator to calculate the refund for your specific ticket. The normal season ticket refund policy will apply; however, admin fees will not be charged on online bookings only.
  • If you were unable to travel due to illness, you can apply for a refund to be backdated with evidence of the period you were ill.

  • The normal season ticket refund policy will continue to apply although the £10 admin charges have been removed.

Place of purchase Ticket format How to claim your Refund

Online via TfW website or TFW App

Paper

To cancel or refund your paper Season Ticket

Please send an email with a photograph of the tickets cut in half to:

seasons.tfw@trainsfares.co.uk

Smartcard

Send an e-mail to seasons.tfw@trainsfares.co.uk including Your smartcard number, the name and e-mail used on your web account, the journey shown on your season ticket, and your last date of travel.

Tickets purchased at TfW station or from a Ticket Vending Machine

Please do not go into our ticket booking offices at this time.

Paper

To cancel or refund your paper Season Ticket purchased at our stations or Ticket Vending Machine:
Please post your ticket to:

Refund Request Freepost
TFW RAIL CUSTOMER RELATIONS

Enclosing a brief note with your name and address and last date of travel.

Smartcard Send an e-mail to customer.relations@tfwrail.wales including your name and full postal address, the Name and number on your smartcard, the journey for which your ticket is valid and your last date of travel.
TfW Business Travel Service

If you have booked your ticket through our business travel team please contact them via email. 

business.bookings@tfwrail.wales

Please do not cut up your corporate season ticket

 

Business Travel

If you have booked your ticket through our business travel team please contact them via email.

business.bookings@tfwrail.wales 

Please do not cut up your corporate season ticket

 

National Rail Travel Vouchers

Since late-October/early November 2020 when national lockdowns and “firebreaks” started to be imposed and until 28 March 2021 when the national lockdown ended, the advice from the UK governments has been for people to stay at home and only travel if a journey is essential.

Because of this, a large number of customers issued with Rail Travel Vouchers may not have been able to redeem them. Previously, Rail Travel Vouchers that expired between 17 March and 16 September 2020 were extended for six months, to allow customers more time to use them towards new tickets or National Rail products, after the first national lockdown.

It has been agreed that Rail Travel Vouchers that have expired or are due to expire after ‘essential travel only’ messaging began in late October/early November 2020, can be extended for a further six-months, up to, and including Wednesday 30 June 2021

Rail Travel Vouchers can be redeemed against the cost of train tickets at our booking offices.

 

Railcards

Railcard Issuer Changes
  • 16-17 Saver
  • 16-25 Railcard
  • 26-30 Railcard
  • Disabled Persons Railcard
  • Family and Friends Railcard
  • Network Railcard
  • Senior Railcard
  • Two Together Railcard

Issued by National Rail

 

Customers should contact National Rail directly for update on the validity of Railcards here https://www.railcard.co.uk/contact-us/
  • Heart of Wales
  • Valleys Senior
  • Valleys Student and Cardiff Local Routes
  • Cambrian Railcard
  • Pembrokeshire Railcard
  • 18 Saver Railcard
  • Student Railcard
Issued by Transport for Wales

a) Railcards that were purchased prior to the first lockdown in March 2020, and initially extended by 6 months, will be extended to 31st August 2021.

b) Railcards purchased during the period between the lockdown ending in June and the start of the Wales Firebreak in October 2020 will have 6 months added to their validity.

c) Any railcards purchased on or after Friday 23rd October 2020 (the start date of the Wales Firebreak), will not be eligible for extension. 

Issued by National Rail Changes
  • 16-17 Saver
  • 16-25 Railcard
  • 26-30 Railcard
  • Disabled Persons Railcard
  • Family and Friends Railcard
  • Network Railcard
  • Senior Railcard
  • Two Together Railcard

Transport for Wales should contact National Rail directly for update on the validity of Railcards here https://www.railcard.co.uk/contact-us/

 

Issued by Transport for Wales Changes
  • Heart of Wales
  • Valleys Senior
  • Valleys Student and Cardiff Local Routes
  • Cambrian Railcard
  • Pembrokeshire Railcard
  • 18 Saver Railcard
  • Student Railcard

Transport for Wales Railcards purchased prior to 17th March 2020 has been extended by six months to allow you to use the railcard at a later date. For example, a railcard that expired on 10 June 2020 will be accepted up to and including 9 December 2020..