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Refunds and compensation

Advance offer tickets are non-refundable and non-exchangeable. You might be able to claim a refund for other ticket types if you decide to cancel your journey. Information about the circumstances where you can claim a refund is in the National Rail Conditions of Travel.

When you apply for a refund you may have to pay a £10 administration charge, whether or not your claim is successful.

Making a refund claim

For tickets bought online

Email your original booking confirmation plus your request for a refund to stexrefunds@abelliogreateranglia.co.uk

For tickets bought at a ticket office

Send your unused tickets, with a note of your name and address, to:

Refunds & Business Travel Department
Greater Anglia Shared Service Centre
Freepost RSRZ-SSUJ-UEBG
The Octagon
27 Middleborough
Colchester CO1 1TG
United Kingdom

For tickets bought from an agent

Get in touch with the agent, or pick up a refund application form from our ticket offices, and complete and forward this, with the unused ticket, to the agent.

Delay repay — compensation if your train is delayed

If you have a valid ticket, you can claim compensation if the service you’re on is delayed for 30 minutes or more. The amount you can reclaim under the delay repay scheme depends on the length of delay.

Length of delayCompensation
30 to 59 minutes 50% of the cost of your one-way ticket or 25% of the cost of your return ticket
60 to 119 minutes 100% of the cost of your one-way ticket or 50% of the cost of your return ticket
120 minutes or longer 100% of the cost of your ticket

How to make a delay repay claim

What you need to know about delay repay claims

  • You must claim within 28 days of the delay
  • We’ll not normally accept a claim if you were told in advance of your journey that there would be a delay
  • Making a claim does not guarantee that you will get compensation, and does not affect your legal rights
  • Compensation isn’t usually offered during periods of pre-planned engineering works and when replacement bus services are used
  • You must complete all relevant sections of the claim form
  • We usually make compensation payments within 14 days of our agreeing your claim

Compensation for other losses

If you incur any other expenses as a result of a late or cancelled train — such as taxis, hotels and flights — you should claim these under your travel insurance.

There’s more information about refunds and compensation in our passenger charter.