Can I get a refund for an unused ticket via the website?
If your ticket is eligible for a refund, you can request one by selecting the My Account option, then select Your Bookings, then click on View against the ticket booking you wish to refund. You will see a list of the possible options in the drop-down against 'I would like to'.
To check if your ticket is eligible for a refund, please see the National Rail Conditions of Travel.
If you decide not to use your ticket then you can apply for a refund through RST Online by logging into your account or by calling us on 03301233872.
When you log into RST Online, click on “Your Account”, or “Your Bookings”, then find the ticket/booking you wish to refund, click “View”, and select “I would like to Refund Journey” from the drop down list, then “Go”. Then follow the instructions on the screen.
You are required to submit your refund within 28 days of your ticket expiry date. Failing to do so will mean your refund request will be rejected and funds will not be returned.
If you have to send your tickets back to us, we advise you to do so via a guaranteed delivery service, such as Royal Mail Special Delivery or Recorded Delivery, as we cannot be held liable for any tickets lost in transit to us. We regret that the postage and packaging costs cannot be refunded. Please send your tickets to:
Refund Administrator RST Online
Web Support
PO Box 6136
Wolverhampton
WV1 9RL
From receipt it will take up to 28 working days to process your refund and it may take a further 5 days for any credit to appear on your statement.
The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket.
We charge an administration fee of £10 per booking.
How to claim a full refund due to a disrupted/cancelled service?
If your train is delayed or cancelled and you choose not to travel, your unused ticket can be refunded without any fees.
To be eligible for a refund due to a disruption or cancellation you are required to collect written confirmation from the train company that operated your particular service at the time of the disruption/cancellation. It is your responsibility to first contact the train company to request written confirmation.
Once you have received written confirmation from the train company, log into “Your Account” or “Your Bookings”, find the ticket/booking you wish to refund, click “View”, and select “I would like to Refund Journey” from the drop down list, then “Go”. From the “Reason for Refund” drop down, select “Service disruptions & cancellations”. Then follow the instructions on the screen. You will have to submit the written confirmation from the train company along with the tickets.
You have 28 days after the ticket expiry date to provide us with your tickets and confirmation to be eligible for a refund.
If you are seeking a refund for a disrupted or cancelled service and the ticket you wish to refund was purchased for less than £10 you will not be able to submit it online, instead please call our customer service team on 0330 1233 872.
After what period of time can I claim a refund?
Refunds must be claimed within 28 days of the ticket’s expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased. To check the terms and conditions of your ticket, log into “Your Account”, click on the booking for which you require a refund, then select “I would like to View Full Details” from the drop down. The conditions relating to the tickets will be displayed by clicking on “Terms & Conditions”.
Can I cancel tickets before I receive or collect them?
If you selected postal delivery, you can cancel your tickets in RST Online before you receive them. You will be asked to return the tickets once you have received them. Your refund will not be processed until we are in receipt of the tickets.
If you selected the self-service ticket machine and have not collected your tickets, you can apply for a refund in RST Online without having to collect the tickets, if you wish to refund the complete booking. The money will be transferred back into your account automatically. If you only wish to refund some of the tickets in your booking, you will have to collect the ticket from the self-service ticket machine first
Will I get a confirmation email to inform me that my refund has been completed?
Once your refund has been processed we will send you an email to confirm the amount credited to your bank account. NB: From receipt of the confirmation email, it may take a further 5 days for this credit to appear on your statement.
How long will it take for my refund to be processed?
We process all refund requests within 28 days from either receipt of your tickets (for tickets posted), or from submitting your refund claim online (for tickets collected at the station). Once a refund has been processed it can take a further 5 days for the credit to appear on your statement. If your card statement is due within the next few days you may not see the credit until the following month’s statement. In this case you can check whether the money has been credited to your account by contacting your card issuer
No. TheStaff Travel scheme Conditions of Issue and Use require you to carry your Rail Staff Leisure Card or Staff Travel Card if travelling with a staff discounted ticket.If you do not have theRail Staff Leisure Card or Staff Travel Card with you at the time your ticket is inspected you will be liable to pay the difference between the price paid for your ticket and the full non-discounted fare. You will not be entitled to a refund of this charge even if you can provide a copy of theRail Staff Leisure Card or Staff Travel Card at a later date.
My tickets haven’t arrived in the post, can I have a refund?
If your tickets haven’t arrived in the post, please call our customer service team on 03301 233 872.
Why has my refund been declined?
We'll let you know by email the reason we have rejected your refund, however this is usually because your ticket has been stamped as used, or because you've scanned your eticket
Can I claim compensation for delays to my train services?
If you are travelling and experience a delay arriving to your destination due to a cancelled or delayed service, you may be able to claim compensation from the train company you are travelling with.
Compensation will depend on:
- Whichtrain companyyou are travelling/have travelled with
- Type ofticketyou have
- Length of thedelayin arriving at your destination
Please contactthe train company that operated the service. For more information on compensation, go direct to the train company’s website.
What should I do if I think I have been doubled charged?
If you appear to have been charged twice for one set of tickets please call Web Support on03301 233 872.
