The team are currently dealing with a high level of refunds which they are processing as quickly as possible. We will ensure everyone gets the refund they are entitled to.
The Government has extended the standard timeframe for train operators to process refunds to up to 56 days, but we will do our best to process your refund more quickly than this – our typical processing time is currently between 5 – 7 weeks.
We’re processing refunds in the order we’ve received them – but the process is quicker for online refund forms because we have the exact info in a digital format. Therefore people who submitted online claims are tending to be paid quicker.
Station refunds require an additional step as we have to digitise the paper forms, so that we can process them from our remote working locations.
We’re only answering latest incoming queries if urgent. If your query is asking where your refund is, we won’t be replying to you yet as it delays us from processing someone else’s refund, and processing yours. We will get to your case, and we will get you the money you’re owed.