Refunds & Compensation

Information to help you with refunds and compensation

If your train is delayed, cancelled or if your reservation cannot be kept which has resulted in you not travelling, you can claim for a full refund. Our ticket office will give you a full refund immediately, if it can.

Should you find yourself unable to travel for any other reason, you may be entitled to a refund. The amount refunded will take into account any use you’ve had from the ticket, and will be subject to an admin charge of £10.00 per refund request. A refund request has to be made no later than 28 days after the ticket expiry date, and in some cases a refund may not be given.

Submitting your refund

If you have an Anytime, Off-peak, Super Off-peak or Advance* ticket you can submit your refund at any South West Train station or via Customer Service Centre, if your ticket was purchased:

  • At one of our ticket offices

  • At one of our self-service ticket machines

  • Through our Customer Service Centre

  • From a member of staff on board our train or at our stations (i.e. from the Guard or Revenue Protection staff). 

Please note, tickets purchased through our website can only be refunded by our Customer Service Centre not at a ticket office.

If you purchased your ticket through another company or train operator, you can claim a refund by:

  • Going through their website and refund policy

  • At the train operator’s ticket office

  • At the train operator’s self service ticket machine

  • Through a travel agent, tour company or travel management service

  • Through a Transport for London outlet - i.e. a station operated by London Underground, London Overground, Docklands Light Railway or through their Oyster website.

*Advance tickets are not refundable if you decide not to travel. You will only be entitled to a refund should your train be delayed, cancelled or your reservation cannot be kept. 

Season Tickets

Refunds for season tickets differ slightly to other tickets available, and will be issued depending on the validity of your season ticket and the reason for a refund.

Should you no longer need your weekly season ticket you are able to apply for a refund, as long as you have three or more days validity left on your ticket. If you hold a monthly or annual ticket, you can apply for a refund if you have a minimum of seven days left on your ticket. Please bear in mind your annual season ticket has no refund value after ten and half months of use. However, you can continue to use it until the ticket expires, including any benefits available to Gold Card holders.

The refund will be calculated from the date you submit your refund and will take into account the number of days used. The refund will be subject to a £10.00 administration fee and in some cases it may not be given. Please note, refunds for season tickets are not pro-rata.

Sickness

Refunds are calculated from the date the Season Ticket is returned. In cases of illness, the refund can be backdated if you produce suitable documentary evidence for a period before you hand in your ticket, provided that you have not started travelling again using your Season Ticket since your illness. We do not give refunds or allow Season Tickets to be extended for periods of non-use, for example holidays.

The refund will be the difference, if any, between: (a) the price paid for the Season Ticket; and (b) the total cost of the combination of tickets that you would have needed to make one return journey a day up to the date the Season Ticket was handed in, less a reasonable administrative charge (not exceeding £10).
This means the amount you receive will not be pro rata to the price of the ticket and, in some cases, there may be no refund payable. Because of the discounts on annual season tickets there is no refund value for tickets used for more than 10 months and 12 days.

Duplicate Season ticket

Refunds on duplicate season tickets must be sent to our customer service centre.

Applications for a refund on a duplicate ticket that has been issued to replace a lost or stolen Season Ticket will be made:
(i) where the original Season Ticket is returned to the Train Company which issuedthe duplicate ticket within one month of it being notified of the relevant loss; or
(ii) where the original and replacement tickets were Electronic Tickets and it was possible to cancel the original ticket; or
(iii) in circumstances such as the redundancy, resignation, retirement, change of employment or address, pregnancy or prolonged illness of the holder, provided
supporting evidence is supplied which is satisfactory to the Train Company asked to make the refund.

Refunds on a duplicate ticket can be made in other circumstances, although you may be asked to attend a meeting with the Train Company concerned to confirm the circumstances of your application. Train Companies have agreed a Code of Practice for such meetings, a copy of which can be found on the National Rail nationalrail.co.uk/tickets and Train Company websites.

If your refund is authorised it will be calculated from the date you submit your refund and will take into account the number of days used. The refund will be subject to a £10.00 administration fee and in some cases it may not be given. Please note refunds for season tickets are not pro-rata.

Please bear in mind your annual season ticket has no refund value after ten and half months of use. However, you can continue to use it until the ticket expires, including any benefits available to Gold Card holders.

Other season ticket related refunds

If you have applied for a duplicate season ticket and had to buy tickets whilst it’s authorised, you will be given a full refund of the additional tickets you have purchased. We will only refund additional tickets purchased to cover the journey between the origin and destination on your duplicate ticket.

Forgetting your season ticket

If you forget your season ticket and buy another ticket you may request a refund on the additional ticket purchased. You can request a maximum of two refunds in any twelve month period. However, you must show your valid season ticket (including your photo card) when requesting it:

  • First occasion - You’ll receive a full refund.
  • Second occasion - You’ll receive a full refund, minus a £10.00 administration charge.
  • Third occasion - No refund will be given.

If the ticket office is able to, you will receive an immediate refund.

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