Coronavirus Ticket Refund Policy – Update 27 October 2020

Ticket Refund Rules

Anytime and Off-Peak Ticket Refunds
Usual ticket refund rules apply and therefore refunds are available on any unused or part used tickets in cases where the customer is unable to travel, provided the refund request is made no later than 28 days from the expiry date of the ticket.

Advance Purchase Ticket Refunds
Usual Advance Purchase ticket refund rules apply for all tickets sold after 23 March and therefore for these tickets, refunds are not permitted but can be exchanged re a change of travel plan.

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, should be charged for any ticket booked on or after 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 7 September.

However, customers can request change of travel plan, free of charge, where they have booked an Advance Purchase ticket for travel to or from a station where it is subsequently announced that the area that station is in will move from a Medium to a High or Very High area.

This rule will be backdated in situations where restrictions are already in place and will apply to future announcements if further restrictions are introduced, for Advance Purchase tickets purchased before an announcement.

For more details on this rule, please go to

For all Advance Purchase change of travel exchanges, customers must request the change before the original travel date and should note that if the new tickets are more expensive when requesting a change of travel plan, they will have to pay the difference.

Timeframes for Refund Submissions
Normal timeframes for refund applications 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 reverted back to normal refund processes for all tickets purchased on or after Monday 7 September.

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

Rail Delivery Group Travel Agents Team


Go back