We have launched an innovative new feature to our online Advance ticket bookings called, Refundable Bookings, which enables all travellers to select upgraded Refund Terms when purchasing an Advance ticket.
Refundable Bookings help you book confidently knowing that if an unforeseen circumstance that is within our wide range of T&Cs affects you and prevents you from travelling with your Advance ticket, you will be eligible for a 100% refund of your transaction.
We include as many circumstances as possible within our T&Cs that may affect any traveller, including the example scenarios below:
To view even more scenarios and the evidence required, please read the full Refundable T&Cs here.
Refundable Bookings are offered to you during our booking process prior to payment and can be found as a small optional box for you to select. When selected, a small fee is added to your transaction for the upgraded terms and once you have paid, your upgraded Refund Terms will be active.
Once you have made your payment, you will receive a booking confirmation email from us which contains an additional section about your Refundable ticket. Please click the link to the dedicated online application form and use your booking reference to open your refund application and complete.
Once you have submitted your refund application, you will receive confirmation of receipt from the Customer Experience team and if approved, you will receive your refund within 72 hours directly to your chosen bank account. Please keep an eye out for any additional emails should the Customer Experience team require more information or have a question relating to your refund application.
Refundable Booking T&Cs are only applicable for personal circumstances affecting you as an individual and therefore cancellation or delay by us is not included in the Refundable T&Cs. If your train is cancelled or delayed you may be able to claim compensation, find out more here.
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