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If you can longer use your ticket, you may be entitled to a refund.

How do I claim a refund?

If your ticket is eligible, you can claim a refund through the original retailer. Here’s how:

  • If you bought your ticket with us online, use the contact us form.
  • If you bought your ticket at station ticket machine or ticket office, please return to the station and we’ll be happy to help.
  • If you bought your ticket from another retailer, please contact them directly.

We will not charge an administration fee of £10 for a refund of tickets bought from our website and mobile application.
For tickets purchased through other channels, an admin fee will apply

Can I change my ticket?

You may not need to change your ticket if you just want to travel at a different time. If you have an Anytime or Off-peak ticket you can use our online journey planner to see if your ticket is valid on the train you want to take.

You can also use the table below to see if you can change your ticket. If you do need to make a change, here’s how to do it:

  • If you bought your ticket with us online, you can change it by visiting My Account >> View your bookings >> Change date/time.
  • If you bought your ticket at station ticket machine or ticket office, just return to the station and we’ll be happy to help.
  • If you bought your ticket from another retailer, please contact them directly.
  Advance Anytime Off-Peak Super Off-Peak
Change Date Yes Yes Yes Yes
Change Time Yes Not required. Travel Anytime Yes Yes
Change Route No Yes* Yes* Yes*

Season ticket refunds

You may be entitled to a refund of some of your season ticket cost. How much depends on how many days you’ve used it for. We calculate refunds based on how much you used up to the date we receive it back. So please return your ticket as soon as you can.

How will my season ticket refund be calculated?

Season ticket refunds are calculated based on the ticket or tickets you would have needed to purchase to make your journeys. Our table below shows an example of how we calculate refunds.

Example figures for a season ticket between Chester and Manchester Weekly Season ticket Monthly Season ticket Annual Season ticket
Cost of Ticket £71.40 £274.20 £2,856.00
Valid for 7 days 1 month 12 months
Number of days used 3 days 16 days 5 months and 4 days
Tickets needed for days used 3 day return tickets 2 weekly tickets and 2 day return tickets Rates for periods of one month and over can be derived from using a Period Factors table based on a 7 Day Season Ticket fare
Cost of days used £53.10 £178.00 £1,408.10
Total Refund due £18.30 £96.20 £1,447.90

I have a ticket that I haven’t used, can I get a refund?

We’re happy to refund unused tickets as long as you return them within 28 days of expiry. We cannot refund Advance tickets.

What happens if my journey is disrupted and I choose not to travel?

If your train is cancelled or delayed, we’ll give you a full refund if you decide not to travel. If you have already started your journey we’ll refund your ticket if you decide to turn back.

When can I expect to receive my refund?

You will receive your refund within 28 days of receipt of your refund application. We can only refund the original tickets. E-tickets and mobile tickets cannot be refunded. 

My Journey was delayed, what am I entitled to?

From 29th January, if one of our trains runs late or is cancelled for any reason, and because of that you get to your destination station 15 minutes or more later than scheduled, we’ll refund some or all of your ticket cost, how much you will receive depends on the length of the delay. 

You can claim online or by using our claim form .

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  • No booking fees
  • No card charges
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