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.
Email your original booking confirmation plus your request for a refund to firstname.lastname@example.org
Send your unused tickets, with a note of your name and address, to:
Refunds & Business Travel Department
Greater Anglia Shared Service Centre
Colchester CO1 1TG
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.
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 delay||Compensation|
|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|
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.