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Coronavirus Ticket Refund Policy – Update 27 October 2020Ticket Refund Rules Anytime and Off-Peak Ticket Refunds Advance Purchase Ticket Refunds
Refund Administration Fees for Anytime and Off-Peak Tickets Administration Fees for Advance Purchase Ticket Changes 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 https://www.atoctravelagents.org/news?action=view&newsID=200 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.
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.
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