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Coronavirus Ticket Refund Policy – Update 3 November 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 Advance tickets purchased to or from any National Rail station in England before 1st November, for travel between 1st November and 2nd December, can be changed free of charge. Advance tickets purchased to or from any National Rail station in Wales or Level 3 or 4 stations in Scotland before 1st November, for travel between 1st November and 2nd December, can also be changed free of charge. Details of the various levels in Scotland can be found at https://www.gov.scot/publications/coronavirus-covid-19-protection-levels/ Pre-Existing Local Restrictions For more details on these rules, please go to https://www.atoctravelagents.org/news?action=view&newsID=202 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.
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 all Auto Refund systems reverted back to normal refund processes for all tickets purchased on or after Monday 7 September.
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