How to claim a refund for non-refundable train or bus tickets
If you want to claim back your non-refundable train or bus tickets you may be able to do so in exceptional circumstances. Each operator has a different policy about what classifies as an "exceptional circumstance", and not all of them will accept this type of refund request. They asses all claims on a case-by-case basis, and may request official paperwork to support your claim.
Please note that submitting a claim is not a guarantee of a refund.
If you have semi- or fully-flexible tickets and want to refund your tickets, please see How to get a refund for a train or bus ticket.
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Most operators will only offer a refund for non-flexible tickets if one of the passengers has a serious illness or injury, for which they are hospitalised on the day of travel. Being ill and choosing not to travel, even with a doctor's note, isn't usually enough.
Documents you will need to submit a claim:
- Letter from a hospital, showing date of admission. Letters from GP's/doctors are not accepted.
- Your original tickets, which you may need to return by post.
- Rail operator claim form. We will advise you if this is necessary.
Though it's the operator's decision, a refund for illness is typically 50% of the original ticket value.
Compensation is usually only awarded when the death of a husband/wife, child, parent or grandparent results in the traveller attending a funeral during the time of the travel.
Documents you will need to submit a claim
- A copy of the relevant death certificate.
- Your original tickets. You may need to send your tickets to us by post.
- Rail operator specific claim form. We will advise you if this is necessary.
Though it's the operator's decision, approved refunds for bereavement are typically 50-100% of the original ticket value.
Cancellations and delays
If your train is cancelled or delayed and you wish to seek compensation, please refer to the following help document: How to claim compensation for a cancelled or delayed train or bus.