If you bought an Anytime, Off-Peak, Group or Duo ticket, you may request a refund up to 23:59 the day before your ticket becomes valid.
After that, refunds are only available if:
Advance tickets are non-refundable.
For Season tickets, you can learn more about refund eligibility here: National Rail Season Ticket T&Cs.
✅Did not travel
✅Request made by 23:59 the day before the day of travel, or...
✅Request made within 28 days of expiry if train was delayed, cancelled or exceptional circumstances apply
❌ Did travel
❌ Taxi, hotel and flight expenses, please claim under your travel insurance
Please note: A £5 administration fee may apply to eligible refunds unless your train was cancelled or delayed.
Please select an option below to retrieve your booking.
Send your unused tickets with your name and address to: "Freepost GREATER ANGLIA REFUNDS"
Please contact your original retailer.
If you travel using pay as you go with contactless, your payment is handled by Transport for London (TfL).
Please do not send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if more information is needed.
If you booked directly with us, it’s quick and easy to update your travel plans before you travel.
You must make any changes before 23:59 on the day before your ticket becomes valid.
Simply log in to your account or enter your booking reference and the email address used at purchase to log in as a guest. Once you’ve opened your booking, select “Change date or direction of travel” to update your journey. There’s no need to buy a new ticket first, and there are no additional fees for making this change.
If you need to amend any other part of your booking (such as the number of passengers, ticket type or railcard details), please use the contact form once you retrieve your booking rather than selecting the refund option. Using the self‑refund tool will apply a £5 administration fee, so contacting us directly ensures we can help you without unnecessary charges.
If you didn’t book through our website, you’ll need to buy a new ticket and then request a refund on your original one (refund rules apply).
You can get a full refund if you didn’t travel due to a delay, cancellation or have an exceptional circumstance (e.g. serious medical emergency or family grievance). For these circumstances, refund requests must be made within 28 days of your ticket’s expiry date.
If you did travel, you cannot get a refund but you may claim compensation if you were delayed by 15 minutes of more through Delay Repay.
For pay as you go with contactless journeys, when making a Delay Repay claim, please include a copy of your TfL contactless statement showing the contactless transaction.
Advance tickets are non-refundable unless you did not travel because the Stansted Express was delayed, cancelled, or you upgraded your refund terms.
If you selected Refund Protection when booking online, you may be able to receive a 100% refund if you are unable to travel for one of the covered reasons listed in the provider’s Terms & Conditions. Refund Protection applies only if the ticket is unused and you can provide supporting evidence for your situation.
Refund requests under this service must be submitted using the unique link included in your booking confirmation email. Applications can be made up to 60 days after your travel date.
How long does it take to receive my refund?
After you’ve submitted the online refund form, you’ll receive confirmation of receipt from our partner. If approved, you will receive your refund within 72 hours directly to your chosen bank account.
Keep an eye out for any additional emails should they need more information relating to your application.
My train is cancelled, is this included in the Upgraded Refund Terms?
The Upgraded Refund T&Cs are only applicable for personal circumstances affecting you as an individual. Therefore, our partner does not accept refunds for delays and cancellations.
If you did not travel because your train was cancelled or delayed, please follow the steps further up this page.
Can I get a refund after the day my ticket becomes valid?
Refunds for Anytime, Off-Peak, Group and Duo tickets are only available until 23:59 the day before the ticket becomes valid. After this time, refunds are only available if your train was cancelled, delayed, or you are affected by an exceptional circumstance.
Yes. A £5 administration fee may apply when processing refunds for eligible tickets, unless your train was cancelled or delayed.
If the train I planned to take was cancelled, can I travel on another service?
Our trains run up to every 15 minutes during the day, so if the service you planned to catch isn’t running, you’re welcome to simply take the next available and valid train that suits your plans and ticket type.
However, if your train was cancelled or significantly delayed and you decide not to travel, you’re still entitled to a full refund with no administration fee.
Can I get a refund for the unused return portion of a Return ticket?
No. Once the outward portion of an Open Return becomes valid for travel, neither portion is refundable, unless disruption or an exceptional circumstance applies.
How late can I change my ticket?
If you booked directly through our website, you can change the date or direction of your journey up until 23:59 the day before travel.
What happens if my train is cancelled or delayed?
If you did not travel, you can claim a full refund with no fee.
If you did travel and were delayed by 15 minutes or more, you may claim Delay Repay compensation.
Do the new rules apply to tickets bought before 1 April 2026?
No. The refund rules are based on when you bought your ticket, not when you’re travelling. If you purchased your ticket before 1 April 2026, it still follows the previous policy - meaning you can request a refund for non‑use within 28 days of the ticket expiring.
More information about refunds and compensation can be found in our Passenger's Charter and the National Rail Conditions of Travel.
For further information about the changes, please visit National Rail's website.
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