Need to change your train ticket? Don’t worry – we’ll guide you through it step by step.
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Ticket Types
Refunds for Flexible Return Tickets
Amending your Flexible Return Tickets
Can you change your tickets by email?
How to Amend Your Train Ticket
Important Information
Ticket Types
| Ticket Type | What Can Be Changed (by rebooking and submitting a refund request for the original booking) | Additional Notes |
|---|---|---|
| Advance Tickets |
• Changes allowed: Time and date of your journey. • What cannot be changed: Origin (departure station) and destination (arrival station). |
• Amendments must be made before your original departure time. • Refunds are subject to an admin fee, which is deducted from the cheaper ticket price. If the rebooking cost is lower than the original ticket price, the refund will be based on the price of the replacement ticket (minus the admin fee). |
| Flexible Tickets |
These can be refunded if unused (subject to an admin fee) without rebooking first. |
• Includes: Super Off-Peak, Off-Peak, and Anytime fares. • Refunds are subject to an admin fee. |
For Advance tickets, remember:
• You must rebook your journey before applying for a refund.
• The new journey must match the original origin and destination.
Refunds for Flexible Return Tickets (Super Off-Peak, Off-Peak, or Anytime Return Ticket)
When amending your Super Off-Peak, Off-Peak, or Anytime Return ticket, here’s what you need to know:
• If your ticket is wholly unused, you may be entitled to a full refund minus an admin fee.
• If only the outward portion has been used, you can still refund the return portion, but it will be based on the price of a single fare.
• If the return portion has been used, no refund will be given for the outward portion.
• Partial refunds: It’s generally not possible to refund just the outward portion of a return ticket. In some cases, the admin fee may be greater than the refund amount.
Amending your Flexible Return Tickets
• If you’re changing just one part of your journey (outbound or return), it might be cheaper to amend the entire journey rather than just one leg. We recommend comparing fares to ensure you’re getting the best option.
• If you’ve already used the RTN portion of your ticket, no refund can be provided for the OUT portion.
Can you change your tickets by email?
Unfortunately, no. Ticket amendments cannot be processed via email. But don’t worry – it’s easy to amend your ticket. Follow these steps:
How to Amend Your Train Ticket and Rebook Your Journey with a New Date/Time
Step 1: Rebook Your Journey with New Date/ Time
• Rebook the same journey (origin and destination must match the original journey) on www.trainsplit.com (or beta.trainsplit.com) for an alternative date / time, with the new ticket cost equal to or greater than the original ticket value. If the new ticket is cheaper, no refund will be issued for the difference.
Step 2: Apply for a Refund
• Visit refunds.trainsplit.com to submit your refund request.
• You will need to enter both reference numbers (original and replacement tickets).
• Your refund will be processed based on the cheaper ticket price, minus an admin fee of up to £5. If your replacement ticket is cheaper, the refund will be calculated based on that price, minus the admin fee.
Step 3: Submit Your Printed Tickets (If Applicable)
Skip this step if you have E-Tickets or haven't printed your tickets.
If you have printed your tickets and they are in your possession, you will need to photograph or scan them:
1: Take a picture or scan your unused printed tickets.
Ensure the image is clear and the entire ticket is visible.
2: Cut the ticket in half, then take another picture or scan of the cut-up ticket(s).
• Ensure the print is legible. Both cut-up sections should align correctly next to each other, not mixed up.
3: Attach the Images to the Refund Request
Please copy and paste the following format into your email and fill in the reference numbers:
Subject: Printed ToD Request - [Insert original reference here]
• Original Ticket Reference: [Insert original reference]
• Replacement Ticket Reference: [Insert new reference]
Remember to attach images of your unused and cut-up tickets as outlined in Step 1 and Step 2.
Notes:
• Only high-resolution images (no less than 1MB) will be accepted.
• All print on the tickets must be legible.
• If your claim does not conform to these instructions, your refund request may be rejected.
• Do not dispose of your tickets until the refund has been processed and the money has been returned to your account.
Important Information:
1. Amendments must be made before the original departure: Once the train has departed, no amendments or refunds can be processed.
2. No refunds for fare differences: If your amendment results in a cheaper ticket, we cannot refund the fare difference, and we do not offer travel vouchers or credit notes.
3. Journey replacements: You can’t replace one journey with multiple, nor can you replace multiple journeys with one.
4. Admin fees: All amendments are subject to an admin fee of up to £5.
By following these steps and adhering to the guidelines, your amendment and refund request will be processed efficiently. If you have any questions, please reach out to our support team.