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Ticket refunds are changing

Your ability to easily change travel plans during these extreme circumstances is really important to us.

Since 23 March 2020, we have made a number of temporary changes for those whose travel plans unexpectedly changed due to Coronavirus. We have:

  • Waived the £10 admin fee to change your journey.
  • Full refund with no admin fee on Off-Peak, Super Off-peak, Anytime and Advance tickets.
  • Extended the period you can apply for a refund from 28 days to 56 days.

As majority of our services are running again and lockdown-related refunds have been processed, these temporary changes are coming to an end.

 

Until 6th September 2020:

  • Advance tickets remain non-refundable (unless disruption to your booked journey means you do not travel), but you can change your journey.
  • If you have an Off-Peak, Super Off Peak or Anytime ticket, you can get a full refund with no admin fee.
  • If you have an unexpired Season Ticket, you can apply for a refund. We will calculate how much is refunded by how much value is left on your ticket. 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.
  • You can apply for a refund from 56 days after the expiry date of your ticket.

 

From 7th September 2020:

  • Cross train operating company ticket acceptance will end across the TfW routes except when enabled during disruption.
  • Advance tickets remain non-refundable (unless disruption to your booked journey means you do not travel), but you can change your journey.
  • If you have a Off-Peak, Super Off Peak or Anytime ticket, you can apply for a refund on an unused ticket. An admin fee may apply.
  • If you have an unexpired Season Ticket, you can apply for a refund. We will calculate how much is refunded by how much value is left on your ticket. This refund cannot be backdated.
  • The period where you can apply for a refund will be reduced from 56 days to 28 days after the expiry date of your ticket.

 

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 18 September 2020.

 

Single, Return and Advance Tickets:

  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.

  Purchased from TfW Online
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

I want to change my ticket:

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

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

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

I want to change my ticket:

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

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@trainfares.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

Place of purchase

Ticket Format
How to claim your Refund

Online via TfW website or TFW App

Paper Ticket

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

Online via TfW website or TFW App

Smartcard

Send an e-mail to Seasons.tfw@trainfares.co.uk including our smartcard number, name, journey on season ticket, and last day of travel.

Tickets purchased at TfW station or from a Ticket Vending Machine

Paper Ticket

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.

Tickets purchased at TfW station or from a Ticket Vending Machine

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.walesPlease do not cut up your corporate season ticket

Our enhanced ticketing terms and conditions are available for a temporary period from 23 March 2020 until 6 September 2020.

We appreciate your patience and understanding as the situation evolves and reassure you that we’re doing all we can to help you travel safely and with confidence. To keep up to date with the latest information, please continue to check our website.

With effect from: Monday 17 August until further notice.

 

Multiflex

Refunds will be paid to all customers who had one or more unused Multiflex (carnet) tickets on 17 March 2020. This is to recognise that customers will have been unable to use all of their tickets .

The value of refund will be 1/12th of the total Multiflex pack cost for each unused ticket. The normal terms of the Multiflex ticket is that they are nonrefundable so our digital retail partner, will be undertaking manual refunds back to the card that the customer originally paid with over the course of the next two weeks and any unused tickets will be deleted from the active ‘My Tickets’ list.

17 March 2020 was the day the Government issued guidance to stay at home and only travel if essential. Therefore, anyone purchasing after 17 March 2020 would be intending to travel despite knowing the restrictions and therefore not eligible for a refund.

If you are eligible there is no need for you to do anything in order to receive your refund.
Any questions, please e-mail customer.relations@tfwrail.wales

 

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

 

Car Parking

Refunds are also available for car park season tickets, backdated 56 days if not used

For information about car parking please visit this page

 

Plus Bus

Refunds are also available for PlusBus season tickets, backdated 56 days if not used

For information please contact Customer Relations on customer.relations@tfwrail.wales.

 

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 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.
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..