Ticket refunds and changes

If your plans change or you don’t need to travel, you may be able to claim a refund or change your ticket.

Compensation for a delay

If we’ve delayed your journey by 15 minutes or longer, you may be entitled to compensation via Delay Repay.

Ticket changes

If you want to change the time or date of your journey, you can amend most tickets as long as your travel date has not passed. For Anytime, Off-Peak, and Super Off-Peak tickets, changes to the date or time of travel must be made by 23:59 the day before the ticket is valid.

  • Advance: you can change the date or time of your ticket
  • Anytime: you can change the date of your ticket. You can travel at any time on the date your ticket is valid
  • Off-Peak and Super Off-Peak: you can change the date of your ticket. You can also change the time if you need to travel outside Off-Peak/Super Off-peak times
  • Season Ticket changes: you can change the origin and/or destination station on your Season Ticket if you change jobs or move house

Ticket refunds

During normal service: if you decide not to travel for your own reasons, you may claim a refund on applicable ticket types that allow a refund, subject to an administration fee of up to £5 per refunded ticket. For tickets bought from 1 April 2026, you must submit your request by 23:59 the day before the ticket is valid.

You must apply for your refund within four weeks from the last day the ticket was valid. It can take up to 28 days to process but it may take longer if we need to request more information from you.

During disruption: if your train is delayed or cancelled before you start your journey and you decide not to travel, you can claim a full refund (with no admin fee) on your unused tickets.

We’ll also give you a full refund if your train is delayed or cancelled part way through your journey and you decide to return to your original station instead. The full refund only applies if you didn’t reach your intended destination.

How to change or refund your ticket

For full details of the application process:

  1. Select where you purchased your ticket
  2. Choose your ticket type and we’ll tell you if it can be refunded and how to apply. Your ticket type is shown on your ticket or confirmation email

You bought your ticket at a:

  • London Northwestern Railway or West Midlands Railway ticket machine
  • London Northwestern Railway or West Midlands Railway staffed ticket office
  • On board a London Northwestern Railway or West Midlands Railway train

How to apply
  • Staffed stations: you can change or refund your ticket at any London Northwestern Railway or West Midlands Railway staffed station
  • Post: you can apply for a refund by post. Just send your unused tickets, your payment details and a covering letter with your name and address to:
    FREEPOST
    LONDON NORTHWESTERN RAILWAY
    CUSTOMER RELATIONS

You do not need a stamp. We recommend you request a proof of postage certificate from the Post Office

What you’ll get back
  • Changes: you can change the date/time of your ticket free of charge at our stations if you do so by 23:59 the day before your ticket is valid.
  • Refunds: in most cases we’ll deduct a £5 administration fee. You can claim a full refund without the admin fee if your train has been cancelled or delayed and you decide not to travel or have to abandon your journey before you reach your destination. If you are requesting a refund for personal reasons, you must apply before the date of travel. Full, fee-free refunds remain available if your train is cancelled or delayed and you choose not to travel.

Advance tickets are non-refundable unless your train has been cancelled or delayed and you decide not to travel.

How to apply
  • Staffed stations: you can change or refund your ticket at any London Northwestern Railway or West Midlands Railway staffed station
What you’ll get back
  • Changes: you can change the date/time of your Advance ticket at our stations up to 18:00 the day before you travel . A £10 administration fee applies and you will have to pay any difference in price between your Advance ticket and the new ticket
  • Refunds: Advance tickets are normally non-refundable. However, if you’ve bought a ticket for a train that is cancelled, delayed or rescheduled from the published timetable and you decide not to travel as a result, you can claim a refund on your completely unused tickets with no admin fee

You can get a refund on the remaining portion of your unused Season ticket if:

  • Your Weekly Season ticket has three or more days' validity remaining
  • Your Monthly or Custom Season ticket has seven or more days' validity remaining
  • Your Annual Season ticket has two or more months' validity remaining
  • Your Flexi Season ticket has not expired beyond the 28-validity period
How to apply
London Travelcards, point to point Season Tickets, Flexi Season Tickets and nTrain:
  • Staffed stations: you can change or refund your ticket at any West Midlands Railway or London Northwestern Railway staffed ticket office
  • Post: you can apply for a refund by post. Just send your unwanted Season Ticket with a note outlining the reason for refund and your contact details to our Freepost address:
    FREEPOST
    LONDON NORTHWESTERN RAILWAY
    CUSTOMER RELATIONS
  • you do not need a stamp. We recommend you request a proof of postage certificate from the Post Office
nNetwork multi-modal Season Ticket:
What you’ll get back
  • All Season Ticket types: We’ll deduct a £10 administration fee from your refund
  • Weekly, monthly, monthly+, annual: you can apply for a refund before the Season Ticket’s expiry date. We’ll deduct the value of any other tickets you would have used to travel for the same time until you surrendered your Season Ticket
  • Flexi Season: refunds are calculated on the difference between the price of the Flexi Season and the cost of an Anytime return ticket for each day you have used. If you only have one or two journeys left you may find there’s no refund available
  • nTrain, nNetwork Season Tickets: refunds are calculated by Transport for West Midlands

If you forget your Season Ticket, or if it’s lost or stolen and you need to travel whilst waiting for a new one, you should buy a daily or weekly paper ticket for your journey. You can claim back the cost of these replacement tickets up to twice a year.

How to apply:
  • Take your ticket to any London Northwestern Railway or West Midlands Railway staffed station ticket office
  • OR contact our Customer Relations team online. You will need to upload an image of your replacement ticket and your current Season ticket or Smartcard
What you’ll get back:
  • First occasion: Full refund of the replacement ticket cost
  • Second occasion: Refund less a £10 administration fee
  • Third and subsequent occasions within a 12-month period: No refund

If you can’t use your season ticket due to illness or injury, you can apply for a backdated refund. We may ask for evidence to support your claim, such as a medical certificate. Please note that we will not refund your ticket if you use it during or after your illness.

How to apply:
  • Take your ticket to any London Northwestern Railway or West Midlands Railway staffed station ticket office
  • OR contact our Customer Relations team online

If you move house or change your place of work, you may apply to exchange any Season Ticket for one month or longer with at least 7 days remaining, for one with the same expiry date for your new journey or class. Your replacement ticket will have the same expiry date as the original - for one with the same expiry date for your new journey.

How to apply:
  • Take your ticket to any London Northwestern Railway or West Midlands Railway staffed station ticket office
  • OR contact our Customer Relations team online

You bought your ticket from:

How to apply
  • App: log in and select ‘My tickets’ and under the relevant ticket select the relevant ‘Refund your tickets(s)’ or ‘Change Your Journey’ option
  • Website: log in and select ‘Manage my booking’ under the relevant ticket in ‘My Bookings’
  • Guest checkout: email [email protected] quoting your transaction ID and ticket details
What you’ll get back
  • Changes: you can change the date/time of your ticket free of charge on our website
  • Refunds: in most cases we’ll deduct a £5 administration fee. You can claim a full refund without the admin fee if your train has been cancelled or delayed and you decide not to travel or have to abandon your journey before you reach your destination

Advance tickets are non-refundable unless your train has been cancelled or delayed and you decide not to travel. Changes are only allowed for a different time/date of travel.

How to apply
  • App: log in and select ‘My tickets’ and under the relevant ticket select the ‘Change Your Journey’ option
  • Website: log in and select ‘Manage my booking’ under the relevant ticket in ‘My Bookings’
  • Guest checkout: email [email protected] quoting your transaction ID and ticket details
What you’ll get back
  • Changes: you can change the date/time of your Advance ticket. A £10 administration fee applies, and you will have to pay any difference in price between your Advance ticket and the new ticket. It is not possible to purchase a cheaper fare than the original and you must change your ticket at least 15 mins before your original train is due to depart.
  • Refunds: Advance tickets are normally non-refundable. However, if you’ve bought a ticket for a train that is cancelled, delayed or rescheduled from the published timetable and you decide not to travel as a result, you can claim a refund on your completely unused tickets with no admin fee.

You can get a refund on the remaining portion of your unused Season ticket if:

  • Your Weekly Season ticket has three or more days' validity remaining
  • Your Monthly or Custom Season ticket has seven or more days' validity remaining
  • Your Annual Season ticket has two or more months' validity remaining
  • Your Flexi Season ticket has not expired beyond the 28-validity period
  • Your Student Season ticket has not expired beyond the specified validity period
How to apply
  • Weekly, Monthly, Custom or Yearly Season Account holders: log in and follow the instructions under the relevant ticket in ‘My bookings’
  • Flexi Season: call us on 0333 311 0006 and select OPTION 2
  • Student Season Tickets: email [email protected]
What you’ll get back
  • All Season Ticket types: We’ll deduct a £10 administration fee from your refund
  • Weekly, Monthly, Custom, Annual: you can apply for a refund before the Season Ticket’s expiry date. We’ll deduct the value of any other tickets you would have used to travel for the same time until you surrendered your Season Ticket
  • Flexi Season: refunds are calculated on the difference between the price of the Flexi Season and the cost of an Anytime return ticket for each day you have used. If you only have one or two journeys left you may find there’s no refund due
  • Student Season Tickets: refunds are calculated on a pro-rata basis plus a £10 administration fee

If you forget your Season Ticket, or if it’s lost or stolen and you need to travel whilst waiting for a new one, you should buy a daily or weekly paper ticket for your journey. You can claim back the cost of these replacement tickets up to twice a year.

How to apply:
  • To apply for a refund go the My Account section of the website and choose get a refund.
What you’ll get back:
  • First occasion: Full refund of the replacement ticket cost
  • Second occasion: Refund less a £10 administration fee
  • Third and subsequent occasions within a 12-month period: No refund

If you can’t use your season ticket due to illness or injury, you can apply for a backdated refund. We may ask for evidence to support your claim, such as a medical certificate. Please note that we will not refund your ticket if you use it during or after your illness.

How to apply:

To apply for a refund go the My Account section of the website and choose get a refund

If you move house or change your place of work, you may apply to exchange any Season Ticket for one month or longer with at least 7 days remaining, for one with the same expiry date for your new journey or class.

How to apply:
  • To apply for a refund go the My Account section of the website and choose get a refund

If your journey was affected by strike action or disruption and you’re unable to claim a refund online please email [email protected] quoting your transaction ID and ticket details.

You bought your ticket from the Transport for West Midlands website, thetrainline.com or another rail ticket website.

How to apply

Contact the retailer directly:

What you’ll get back

Visit the relevant website for refund policies and charges

  • Changes: retailers may charge up to a £10 administration fee
  • Refunds: in most cases an administration fee of up to £10 will be deducted

You bought your ticket from another train company’s station, ticket machine, onboard their trains, website or app.

How to apply

Contact the relevant train company for tickets bought at the following stations:

*If your ticket was purchased from an LNR ticket machine at London Euston, please request a refund from our Customer Relations team online . Tickets purchased from the station's ticket office or Avanti branded ticket machines are handled by Avanti West Coast, so you'll need to contact them directly for a refund.

What you’ll get back

Visit the relevant train company’s website for refund policies and charges

  • Changes: retailers may charge up to a £10 administration fee
  • Refunds: in most cases an administration fee of up to £10 will be deducted
  • Advance tickets are non-refundable unless your train has been cancelled or delayed and you decide not to travel

Contact us

If you can’t find the information you’re looking for or need some extra help, please contact our friendly team: