BE PREPARED: With Storm Dave set to hit the UK on Saturday, rail travel in our region may be impacted. Please check carefully before travelling.
There are good disruptions on the TPE Network.
- updated at: 8:45 PM
If you bought a train ticket but were unable to travel on that service because of disruption to the train service, you can claim a full refund.
If you travelled with us and reached your destination 15 or more minutes late, you are entitled to delay repay compensation.
From 1 April, the way refund work for some ticket types changed.
If you bought a ticket before 1 April 2026, regardless of your travel date, the following rules apply.
You can claim a full refund if you didn't travel due to disruption to the train service. If you didn’t take your train for any other reason, you can get a refund for the value of the ticket, minus an administration fee of £5 (£10 for season tickets).
The refund process differs slightly depending on the type of ticket you bought and where you bought it:
Anytime, Off-Peak and Super Off-Peak tickets
We can provide refunds on these tickets for any reason – delays, cancellations or you simply didn’t need to make the journey.
Advance tickets
Refunds on Advance tickets back to your original method of payment are possible if you were unable to travel due to delays or the cancellation of your train.
Season tickets
Normal season ticket refund rules apply, and the refund will be calculated from the date that the ticket is surrendered. Note that there is a minimum period of remaining validity for a season ticket refund to be issued:
Three days of validity on a seven-day season ticket
One week of validity on a monthly season ticket
One month and 18 days of validity on an annual season ticket.
You can use the season ticket refund calculator to get an estimate of how much you'll receive for an annual or custom length (longer than one month) season ticket. The exact amount you receive may vary depending on the final validation of the refund application.
Car Park and Plus Bus season tickets are refundable under the same conditions as rail travel season tickets.
Find out more about different types of train tickets.
Website or mobile app
Go to your account and follow the refund instructions. If you experience any problems, you can contact our Web Ticket Sales Support team: 0345 600 1671 or email: tpe.websupport@tpexpress.co.uk
If you already have your tickets or would like to apply for a refund for an Advance ticket, you'll need to apply using this form.
Even if you have tickets for travel with another train company, as long as you bought them directly with us, we will organise a refund for you.
Over the phone
Call our Customer Support team: 0345 600 1671 (06:00 to 23:00)
At the station
Please go back to the same station to claim your refund. Alternatively, you can apply for a refund using this form.
From another company
If you bought your tickets from a travel agent or any another company, then please contact them for refund details.
You must apply for your refund within 28 days of your ticket expiring.
We typically handle refunds within five days and have a maximum target of one month.
Please note: eVouchers can only be issued to customers with an active online account. For guest checkouts or station purchases, only monetary refunds are available.
Seat reservations are free, and you can usually reserve a seat up to three months before you travel.
If you reserved a seat but had to stand, we'll refund 50% of the cost of that part of your journey. Claims must be made within 28 days via our Help page or by calling our Customer Relations team on 0345 600 1671 (open 06:00 to 23:00).
If you bought an Anytime or Off-Peak ticket dated for a specific day, you can apply for a refund up to 23:59 the day before travel.
From the day your ticket becomes valid for travel, it will normally be non-refundable, even if you don't use it.
You can still apply for a refund after the day of travel if:
Your train was cancelled or disrupted, and you chose not to travel
You started your journey but could not complete it because of the disruption
Exceptional circumstances meant you could not travel
These changes only affect Anytime and Off-Peak tickets, including Day Travelcards and Ranger/Rover tickets.
There is no change to:
Advance ticket change fees and rules
Delay repay compensation
Season ticket processes
The change comes into effect on Wednesday 1 April 2026.
If you purchased your rail ticket on or before 31 March 2026 for travel after 1 April, the refund conditions for your ticket have not changed.
The refund conditions to which a ticket is subject to are based on the date of purchase, not the date of travel. If you bought your ticket prior to 1 April, it will be processed in accordance with the rules that were in place when your ticket was purchased.
Yes, you will still be able to apply for a refund in this circumstance.
Yes, you will still be able to apply for a refund in this circumstance.
No, car park tickets are not affected.
You cannot amend the walk-up ticket after 23:59 on the day before travel. As now, you can change you reservation, class and route, providing the conditions of your ticket allow the change.
Yes, you are still able to apply for a refund for your whole journey.
No, once the outward part of an Open Return becomes valid for travel, both portions of the ticket (for the Outward journey and the Return journey) are no longer refundable.
All refund applications will be processed in accordance with the terms and conditions that applied at the date of purchase.
For tickets purchased on or before 31 March 2026:
Your ticket is refundable. If you decide not to use your ticket to make all or part of your intended journey then you can get a refund by returning your unused ticket to the ticket office or place of purchase (for tickets bought via websites, telesales or travel agents) within 28 days of the ticket expiry date.
You may be required to pay an administration fee (up to a maximum of £5 per ticket). The refund amount will normally take into account any use you have made of the ticket and in some circumstances no refund will be paid.
For tickets purchased from 1 April 2026:
Refundable until 23:59 the day before the ticket becomes valid for travel.
Not refundable once the ticket has become valid for travel unless Condition 30 of the National Rail Conditions of Travel (failure of train service) applies.
In exceptional circumstances (eg. medical emergency) a refund may be considered on unused or part-used tickets that have become valid for travel. In such cases:
- an application must be made to the retailer within 28 days of the expiry date of the ticket and should include the reason for non-use
- additional evidence may be requested
- refunds will be on a discretionary basis
- any use made of the ticket may mean that in some circumstances no refund will be due
Refunds are only available from the retailer that sold the tickets.
An administration fee (up to maximum of £5 per ticket) may be applied.
If you've been delayed by 15 minutes or more, you can claim money back.
Need to change the date or time of your ticket? Let's see what we can do
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