Ticket refunds and compensation FAQs

Advance tickets:

• You can change the date and/or time of travel for a £10 admin fee
• Contact us up to 6pm on the day before you’re due to travel
• There are limited tickets at each price so you’ll need to pay any difference in fare

Daily tickets: Anytime, Off-Peak and Super Off-Peak

• You can change the date and/or time of travel free of charge
• Contact us by the travel date printed on your ticket

If you bought your ticket:

• From our website, app or by phone:
  • Log into your account and go to “My Bookings”
  • Click “Manage my booking” under the relevant ticket
  • Select “Change date/time” and follow the instructions
• Online (guest checkout):
  • Email [email protected]
  • Quote your transaction ID and ticket details
• At the station: Visit the ticket office at any West Midlands Railway or London Northwestern Railway staffed station

Advance Single Tickets

Only if you have a paper ticket that you’ve already received in the post or collected from the station.

• Please post your tickets back to us: PO Box 23972, Edinburgh EH3 5DA
• We’ll process your refund when we receive your tickets

Other delivery options:

• Paper tickets not yet collected: If your tickets are still in the machine you don’t need to do anything
• E-tickets: You don’t need to do anything
• Mobile tickets:
  • If you’ve downloaded the ticket you’ll need to remove it from your device before we can process a refund
  • Tickets already activated are non-refundable

We’ll send you an email to confirm your request and process your refund within five working days. All refunds go back onto your original payment card.

You can apply for a refund as soon as you buy a ticket, up to a maximum of 28 days from the ticket expiry date.

During disruption:

• If your train is delayed or cancelled before you start your journey and you decide not to travel, you can claim a full refund (with no admin fee) on your unused tickets
• We’ll also give you a full refund if your train is delayed or cancelled part way and you decide to abandon your journey and return to your original station

During normal service:

• If you decide not to travel for your own reasons, you can claim a refund if your ticket type allows it
• There’s a £5 admin fee per ticket refunded

How to apply:

• Visit our Refunds & exchanges page for full details of how and where to apply
• You can apply for a refund up to 28 days from the last day the ticket was valid. It takes up to 28 days to process but it may take longer if we need to request more information from you

• Follow the link in your booking confirmation email to change or refund your ticket
• If you bought your tickets from our website or app you can also log into your online account to manage your booking
• Note that some tickets are not changeable or refundable
  For example, Advance tickets are non-refundable (unless your train has been cancelled or delayed for over an hour and you decide not to travel)

• Weekly, monthly, monthly+, annual Season Ticket: You can apply for a refund before the Season Ticket’s expiry date if you have the minimum time remaining:
  • Weekly: At least 3 days
  • Monthly or more: At least 7 days
  • Annual: At least 12 weeks
  • We’ll deduct the value of any other tickets you would have used to travel for the same time until you surrendered your Season Ticket
• Flexi Season:
  • Refunds are calculated on the difference between the price of the Flexi Season and the cost of an Anytime return ticket for each day you have used
  • If you only have one or two journeys left you may find there’s no refund due
• nTrain, nNetwork Season Tickets: Refunds are calculated by Transport for West Midlands
• Student Season Tickets: Refunds are calculated on a pro-rata basis

You must return your Season Ticket to the point of issue for a refund. A £10 admin fee applies.

Season Tickets bought at a station

London Travelcards, point to point Season Tickets, Flexi Seasons and nTrain:

• Staffed stations: Bring your ticket to any West Midlands Railway or London Northwestern Railway station ticket office
• Post: Send your unwanted Season Ticket to our Freepost address with a note outlining the reason for refund and your contact details. We must receive your Season Ticket within three days of the 'Last day of use' date or we may use a different date to calculate your refund:
  FREEPOST
  WEST MIDLANDS RAILWAY
  CUSTOMER RELATIONS

nNetwork multi-modal Season Ticket:

• Apply direct to Transport for West Midlands (TfWM)

Season Tickets bought from our website, app or by phone

Weekly, Monthly, Annual and Student Season Tickets, Flexi Seasons:

• Account holders: Log into your online account and follow the instructions under the relevant ticket in “My bookings”
• Guest checkout: Email [email protected] quoting your transaction ID and ticket details
• Abellio/Transport UK Corporate Travel annual tickets: Log into your company portal to manage your Season Ticket or contact [email protected]
• Student Season Tickets: Email [email protected]
• Flexi Seasons: Call us on 0333 311 0039 and select OPTION 2

If you bought your ticket at a station you can return it to the ticket office at any West Midlands Railway or London Northwestern Railway staffed station for a refund.

If you bought your Season Ticket from our website, app or by phone:

• Account holders: Log into your online account and follow the refund instructions under the relevant ticket in “My bookings”
• Guest checkout: Email [email protected] quoting your transaction ID and ticket details
• Student Season Tickets: Email [email protected]
• Flexi Seasons: Call us on 0333 311 0039 and select OPTION 2

No, Flexi Seasons can’t be exchanged.

If you’re travelling more than expected when you bought your Flexi Season, check which ticket is best for your journey with the National Rail Season Ticket calculator

If a Season Ticket will be better value, you can:

• Use up your remaining Flexi Season journeys and then buy a Season Ticket
• Or request a refund on your Flexi Season and buy a Season Ticket instead

If you forget your Season Ticket you can claim back the cost of the replacement daily tickets up to twice a year.

You can claim:

• First occasion: Full refund of the replacement ticket cost
• Second occasion: Refund less a £10 administration fee
• Third and subsequent occasions within a 12-month period: No refund

To apply for the refund:

• Take your replacement ticket and Season Ticket to any West Midlands Railway or London Northwestern Railway staffed station for a refund
• OR contact our Customer Relations team online
  You will need to upload an image of your replacement ticket and an image of your current Season Ticket or Smartcard

If you have a valid ticket for your journey, you can claim compensation for delays of just 15 minutes or more.

You can claim Delay Repay on our daily tickets, Season Tickets and Flexi Seasons.

• Online: The easiest way to claim is via our online Delay Repay form
• By post:
• Download a Delay Repay claim form PDF or pick up a copy from our staffed stations
  • Post the completed form in an envelope to:
  • Freepost WEST MIDLANDS RAIL DELAY REPAY

Find out more, including how much compensation you might be entitled to, on our Delay Repay page.