Coronavirus - Ticket Refund Policy – 8 April 2020

Dear Travel Agent,

Our TOC members have agreed a national coronavirus related ticket refund policy as described below:

Refund Administration Fees for Anytime and Off-Peak Tickets
All TOCs have agreed that the administration fee for refunds should be waived for all Anytime and Off-Peak tickets.

This agreement is in place for all tickets valid to travel on, or after, Tuesday 17 March.

Advance Purchase Ticket Refunds
All TOCs have agreed that customers that booked an Advance Purchase ticket before 23 March, for travel on or after 23 March, are entitled to a refund on their ticket, with no charge. Refunds must be applied for before travel on the first booked train.

Advance Purchase tickets sold after 23 March, for travel on the reduced timetable, will be eligible for refund, free of charge, only if the service is later disrupted or cancelled, and the customer decides not to travel.

Advance Purchase Ticket Changes
Customers still wishing to amend their journeys to travel on another service, may still do so free of charge, provided that the change is requested before the original travel date.

Please note that if the new tickets are more expensive when the client requests a change of travel plan, then the client will have to pay the difference.

This agreement will be in place for all tickets valid to travel on, or after, Tuesday 17 March.

Timeframes for Refund Submissions
We appreciate that many offices may be closed due to recent government guidance, and this will cause disruption to your usual office procedures, one being the submission of refund requests.

Therefore, we have relaxed the usual timeframes required for submitting refund requests.

The current requirement for refund submissions is that your clients must submit tickets for refund to your agency no later than 28 days from the expiry date of the ticket. Your agency should then ensure that the refund application is submitted during the same accounting period.

As from 27 March, clients have up to 56 days from the expiry date of the ticket, to send their refund requests to you, enclosing documentary evidence such as a dated refund form/letter, confirming the date the request has been sent to your agency.

Refund requests sent by travel agents to TARS will continue to be accepted for up to 2 months from the date the refund was received at your agency.

This arrangement will continue until further notice.

Return of tickets to agents
The government has advised people against non-essential travel and therefore many clients and travel agents are unable to visit their usual place of work at this time.

As a result, it has become extremely difficult for ticket holders, wishing to apply for a refund, to return them to the place of purchase.

For this reason, TOCs have agreed that travel agents can accept refunds upon receipt of an image of a destroyed (cut in half) ticket.

If you wish to accept an image of a destroyed ticket, then please ensure that you advise your clients not to dispose of the ticket until you have confirmed that you have a clear and eligible copy of the ticket, enabling you to process the refund.

This arrangement will continue until further notice.

Refund Processing
As from today, the automatic admin fee charge has been removed from the Evolvi Auto Refund system.

As a result, travel agents using the Evolvi Auto Refund system will be permitted to process all coronavirus related refunds (as per the instructions above) without having to charge any admin fee.

This means it will no longer be necessary for travel agents to send their coronavirus related refunds to TARS if they have access to Auto Refunds, as the system is now permitted to process admin fee free refunds.

This arrangement will continue until further notice.

Where travel agents do not have access to the Auto Refund system, they can continue to send their refund requests TARS for processing, at;

Avery House
69 North Street
Portslade, Brighton
East Sussex
BN41 1DH

For more information, please go to

Rail Delivery Group Travel Agents Team


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