Coronavirus Ticket Refund Policy – New Instructions from 7 September 2020


Normal administration fees for all ticket types are to be reinstated for any tickets purchased on or after Monday 7 September. This is a revised date and replaces the previously announced date of 26 August.

Please begin notifying your customers of these changes as soon as possible.

Administration Fees

Refund Administration Fees for Anytime and Off-Peak Tickets
The administration fee for all Anytime and Off-Peak ticket refunds, of no more than £10, will be reinstated for all tickets booked on or after Monday 7 September.

Administration Fees for Advance Purchase Ticket Changes
Customers holding an Advance Purchase ticket and wishing to amend their journeys to travel on another service, may do so but will need to pay the £10 exchange fee, where the original ticket was booked on or after Monday 7 September.

Advance Purchase ticket exchanges are permitted provided that the change is requested before the original travel date.

Timeframes for Refund Submissions
Normal timeframes for refund applications will apply for all ticket types booked on or after Monday 7 September.

Therefore, your customers 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.

TARS and Auto Refund Systems

TARS and all Auto Refund systems will revert back to normal refund processes for all tickets purchased on or after Monday 7 September.

Advance Purchase Ticket Refunds
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.

Usual Advance Purchase ticket refund rules apply for all tickets sold after 23 March and are only eligible for refund, free of charge, if the service is later disrupted or cancelled, and the customer decides not to travel.

For all up to date travel advice, please refer your customers to the National Rail Enquiries website at

Rail Delivery Group Travel Agents Team




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