Services to/from Scotland are currently seriously disrupted. Journeys may involve rail replacement services between Edinburgh/Glasgow and Lockerbie/Carlisle. Advance purchase tickets and reservations are available on these services please select, more options and then via Carlisle in the search box, to view these journeys. Full details of this disruption can be found here.

FAQs


 

Frequently Asked Questions
How do I apply for a refund?

How do I apply for a refund?

Log into My Account. In "My Bookings" you will be able to view the ticket(s) you wish to refund, click on "Refund" and follow the instructions. You will then be prompted to print off and send your refund request form to the address shown.

If your ticket terms & conditions allow a refund, the refund button will be highlighted to click.

If you are in possession of the tickets for which you require a refund you must return these with the completed form. Your refund will not be processed until we are in receipt of the tickets. If you chose to collect your tickets at the station, you will not have to collect these tickets prior to sending your refund form as we can process your claim upon receiving the refund form.

Once we have received your refund form, it can take up to 28 working days to process your refund and for this credit to appear on your statement.

If you selected the self service ticket machine option and have not collected your tickets, we will process the claim without you having to collect the tickets.

The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket. This information is available in "My Account" under "Check your order status".

Refunds

The most popular questions in this category are:

Refunds

How do I apply for a refund?
Answer to: How do I apply for a refund? Answer 

Can I cancel tickets before I receive or collect them?
Answer to: Can I cancel tickets before I receive or collect them? Answer 

Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard?
Answer to: Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard? Answer 

Welcome

Saved searches (0)
Email to: