Depending on where and how you bought your ticket, there are different ways to claim a refund.

All payments are made based only on circumstances expressly permitted in the National Rail Conditions of Carriage. Please note that a £10 administration charge may be applicable.

If you wish to claim a refund for a ticket you bought online and haven't yet collected from the ticket machine, please forward your booking confirmation – which was e-mailed to you when you made your booking - to stexrefunds@nationalexpress.com. In your email, please say why you wish to cancel your booking. Refunds will only be made back to the card used for payment at the time of booking.  We cannot consider email applications without the original booking confirmation.

For tickets booked online that have been collected from the ticket machine but not used for travel, please send the unused tickets along with a copy of the booking confirmation to:

National Express
2nd Floor Baron House
Neville Street
Newcastle, NE1 5DN
United Kingdom

Please note: As we do not store your credit card details following a completed booking, these will need to be provided again in order to obtain your refund.

If you wish to claim a refund for a ticket purchased from the ticket office, please send the unused tickets to the address as above. To ensure the refund is processed as quickly as possible, please include your name and contact details along with your credit/debit card details to which the refund will be made.

To claim a refund, return your ticket to the agent no more than 28 days after the ticket expires. Alternatively, you can pick up a refund application form from our ticket offices which you should complete and forward to that agent (together with the unused ticket).

For a refund on a ticket you bought on an easyJet flight, contact easyJet at easyreturns@gategourmet.com, explaining your reason for applying for a refund. Please only use this address to apply for refunds