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Ticket refunds

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

 

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.

Covid related amendments for Advance tickets

1. Christmas Travel Period

Customers who booked Advance tickets after 24 November 2020 to travel between 23 and 27 December 2020 are able to change their journey to travel at later date free of charge or refund their tickets.

For customers wishing to change their journey For customers wishing to refund their journey

If you wish to change your Advance ticket journey, the original origin and destination must remain the same.

  • Customers will be required to pay any fare difference.
  • Customers must change their journey before their original journey time, otherwise any changes made to Advance tickets after that service has departed are invalid.

Customers holding any Advance tickets purchased on or after 24 November 2020 to travel between 23 and 27 December 2020 are entitled to a refund of their ticket(s) free of charge.

  • Refunds must be processed by the original retailer, therefore we can only refund tickets that are purchased on our app, website or at one of our stations.
  • Refunds will be paid via Rail Travel Vouchers

 

2. Student Travel Return to University/College

As previously permitted, any student with Advance Single tickets, valid for travel between 02 January and 7 February 2021 and purchased on or after 2 December 2020 and before the announcement of the staggered return to in-person studying (Thursday 31 December 2020) are permitted to change their journey in one of the following ways:

  • Fee-free change of journey (original origin and destination must be kept, but customers permitted to changed date and time of travel. Customers will still be required to pay any fare difference)
  • Where possible, Advance ticket surrendered for eVoucher or Rail Travel Voucher for use towards a new ticket.

Changes to existing Advance tickets must be made before the departure of the first booked journey, unless otherwise extended by the original retailer. Any changes made to Advance tickets after that time may be subject to normal terms and conditions of the ticket type regarding changes.

 

3. Welsh Government Tier 4 Announcement

Due to the Welsh Government's announcement regarding Tier 4 travel restrictions, the following changes will apply to our Advance tickets refund policy:

Refunds flow diagramFor routes managed by other Train operators journeys please visit National Rail Enquiries

 

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 28 September 2020.

  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.

 

 

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
  • Up until 6 September: This refund can be backdated up to 56 days from when it is submitted to the last date it was used if you were unable to travel.

  • After 7 September: This refund can be backdated up to 28 days from when it is submitted to the last date it was used if you were unable to travel.

  • If you were unable to travel due to illness immediately before the government’s guidance was given in March, you can apply for this to be backdated further 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

Travel Vouchers that have an expiration date between 17 March and 16 September 2020 have been extended by six months to allow you to use them for travel at a later date.

For example, a Rail Travel Voucher that expires on 10 June 2020 will be accepted as payment towards train tickets up to and including 9 December 2020.

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..