To apply for a refund
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.
For tickets purchased online
Low-cost Advance tickets are non-refundable and non-exchangeable. If you wish to claim a refund for any other e-ticket or m-ticket type (Standard Class, First Class, Business Plus, GroupSave, WebDuo), please forward your original booking confirmation email received at the time of booking to firstname.lastname@example.org.
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 email@example.com. In your email, please state that you wish to cancel your 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:
Refunds & Business Travel Department
Greater Anglia Shared Service Centre
Colchester CO1 1TG
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.
For tickets purchased from the ticket office
If you wish to claim a refund for a ticket purchased from the ticket office, please send the unused tickets to the above address. To ensure the refund is processed as quickly as possible, please include your name and contact details.
For tickets bought from an agent
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).
If you are delayed you may be entitled to compensation under the Delay Repay scheme. Click here for details.