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

Temporary change to refunds and change of travel plans due to Coronavirus

Your ability to easily change travel plans during these extreme circumstances is really important to us. To help, we’re providing the following for those who have purchased tickets from Transport for Wales:

Free Travel for NHS workers from Monday 23rd March 2020
TfW will be allowing NHS workers to travel for free to and from work until 30th April on production of their NHS ID.

 

  • Due to an increase in refund application being received, processing is taking longer.
    Therefore please allow 56 days for your refund to be received.
  • We will also extend the period you can apply for a refund from 28 days after expiry to 56 days.

 

Single, Return and Advance Tickets:

I want to change my ticket:

  • If you need to change a ticket, this can be done with no admin fee.
  • If you have an Advanced ticket, and that are booked to travel on a service that is no longer running, you can travel on the service before or after - whichever is best suited to you. You do not need to change your ticket.
     

I want to cancel my trip and get a refund:

  • If you decide not to travel, then you can get a full refund with no admin fee on Off-Peak, Super OffPeak or Anytime, and Advance tickets.
    This applies to any tickets purchased before 07:00 on 23rd March 2020.
  • No change of journey fee applied to changes to Advance tickets.  
  • Refunds must be applied for before travel on the first booked train.

Advance tickets sold after 07:00 on the 23 March 2020, for travel on the reduced timetable, will be eligible for refund only if the service is later disrupted or cancelled.
 

How do I change my ticket or request a refund?

  1. If you bought your ticket with us online and would like to change or apply for refund, you can do this by visiting My Account >> View your bookings >> Change date/time OR Cancel. We refund single, return and Advance tickets online.
  2. 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.
  3. If you bought your ticket from another retailer, please contact them directly.

 

Season Tickets:

I want to cancel my Season Ticket and get a refund:

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

  • If you purchased your Season ticket through our website please email -  seasons.tfw@trainsfares.co.uk
  • You can contact our Customer Services team by calling us at 0333 3211202.
  • Please post your ticket to:

    Refund Request
    Freepost
    TFW RAIL CUSTOMER RELATIONS

    with your name, address and last date of use if a season ticket.
  • Please do not go into our ticket booking offices at this time.

Our enhanced ticketing terms and conditions are available for a temporary period from 23 March 2020 up to and including 30 April 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: Friday 20th March 2020

Until: 23:59 on Thursday 30th April 2020

Covid 19 Travel Guidance

Changes to train times

Reduced timetables FAQ's

If you can no 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 and would like to change or apply for refund, you can do this by visiting My Account >> View your bookings >> Change date/time OR Cancel.
  • 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.
  • 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 .