Customer refunds during Coronavirus
In the current unprecedented situation, we understand many more people than normal want a refund for their rail tickets. Meanwhile we know that you will understand we can’t currently follow our usual working practices, given many people can’t leave home to get to our ticket offices and our Customer Relations team are also working remotely in line with the Government’s advice. Please see our Coronavirus information page for frequently asked questions on refunds at this time.
We will ensure all our customers get the refund they are entitled to. However we have had to make some alterations to our normal procedures.
Please find below our guide to how to claim your refund, depending on the type of ticket you hold and whether it is a paper ticket or based on a c2c Smartcard. Please note if you did not buy your ticket from c2c then you must approach the retailer who sold you your ticket for a refund.
Thank you for your patience and understanding while we handle your request in these challenging circumstances.