How to apply for a refund?

Can I cancel my ticket?

It depends on the terms and conditions of your ticket fare.
“Advanced” tickets are non-refundable.
“Off-peak” and “Anytime" tickets are refundable if unused.

Can I change my ticket?

You can change your ticket but the destination and departure stations cannot change, only the time and date. Changes are essentially new bookings, so book a new ticket for the exact same route as the original booking and apply for a refund with the ticket you will not use. You can find the online refund application form on the next page, where you will need to provide the new booking reference.

Is it possible to change only part of my journey?

The return journey can be cancelled depending on the terms and conditions of your fare.
“Advance” return journeys can only be changed.
Flexible “Off-Peak” and “Anytime” return journeys can be changed and cancelled.

Is there a fee charged for a change or cancellation?

All changes and cancellations are subject to an industry standard ₤10 administration fee.

How long do I have to cancel or change my ticket?

In order to make a change or claim a refund, the online refund application form needs to be completed within 28 days of your date of travel. Again, your tickets must be unused in order to be eligible for a change or cancellation.

I have already collected my tickets from the station, what are my options?

So long as the tickets are unused you can change or cancel them. However, in order for us to verify that the tickets are unused, the tickets must be sent to the address provided within the online refund application.

How long will it take until I receive my refund?

Refunds require 28 working days to process and it may take a further five days for any credit to appear in your account.

How do I claim compensation for a delay or cancellation?

In the event that your train was delayed or cancelled and you still opted to travel, then claims for compensation must be taken up directly with the train operating company written on your booking confirmation.

In the event that your train was delayed or cancelled and you opted not to travel, then you can apply for a refund from GoEuro using the online refund application form - the tickets must be unused. When making your claim you will need to submit a written confirmation from the train operating company which you can request at the station or via their customer service.
For more information about processes at UK Rail, we invite you to visit our help centre.