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How do I obtain a refund for my ticket?

You will need to check if the ticket you have purchased has the possibility to be refunded. Whether you can cancel or amend the time and date of your ticket will depend on the type of ticket that you have purchased, this information can be found on your ticket or confirmation email from them. Restricted and Standard fare types are not refundable. Fully Flexible fare type is refundable.

Can I get a refund on my booking?

• Refunds are only available on Fully Flexible fares.

• If your ticket is refundable (read point 10 of their Conditions of Carriage), you'll need to cancel it no later than 24 hours before your original outward journey to be able to get a refund.

• If you’re entitled to a ticket refund, get in touch with their Contact Centre.

• Tip: Please have your ticket number to hand when you call to minimize any delays to your refund.

Is there a fee for changing my booking?

• Standard Fare: Amending your ticket online will be subject to a £5.00. amendment fee (£6.00 if amended via telephone), an excess fare may also be charged.

• If your ticket is refundable (read point 10 of their Conditions of Carriage), you'll need to cancel it no later than 24 hours before your original outward journey to be able to get a refund.

How do I change my ticket?

• If you have purchased a Standard or Fully flexible ticket you can amend the date and time of your ticket right up to when you're due to travel.

• Restricted tickets are non amendable and non refundable.

I've not received my email confirmation, what should I do?

• If you have not received your email confirmation, please check your spam or junk email folders. Your ticket will be delivered from [email protected] or [email protected].

• If you still can't find your ticket, you can view and print your ticket in My Account. If you don't already have an account you can create one using the same email address you used to book your tickets and then link your ticket to your account by entering your ticket number.

• If you're having trouble accessing your tickets in My Account, please get in touch with their customer services team who will be happy to help.

What are current response times?

• Due to an unexpected increase in customer contacts it's unfortunately taking longer than normal for them to respond.

• Their current average response times are as follows:

• Social media enquiries = 1.5 days

• Email enquiries = 5 working days

• Complaint emails = 10 working days

• Refunds = 7-10 working days

• If you have an urgent enquiry please contact their Customer Services team on the telephone numbers below. Please accept their sincere apologies for the inconvenience caused. They are working hard to get their normal response times back on track as soon as possible. Thank you for your patience in the meantime.

Can I amend or refund my ticket?

• This will depend on your fare type. You can check your fare type on your ticket.

• Restricted tickets can not be amended or refunded.

• Standard tickets can be amended but not refunded.

• Fully flexible tickets can be amended or refunded.