Ticket refunds and exchanges

Q: Can I change or cancel my booking?

Of course! You can refund valid tickets when you sign into your Trainhugger account.

  • Log into your account online or on the app
  • Go to the “My bookings” section
  • Click on “Manage my booking”
  • Select “Refund my ticket” if you wish to cancel an upcoming booking.

You can also contact our Customer Services to arrange a refund.

Q: Can I change my booking without an account?

No, you’ll need to create a Trainhugger account in order to make any changes to your booking.  To create an account, follow the link in your booking confirmation email or signup using this link.

Q: How far in advance can I change my booking or cancel my trip?

You can amend advance tickets up to 30 minutes before your original departure time by contacting our Customer Service team.

Non advance tickets can be refunded at any point before travel or up to 28 days after the ticket expiry date.

Advance tickets are non-refundable.

Q: Which tickets are refundable?

It is possible to refund some tickets.

  • Advance tickets are non-refundable.
  • All other ticket types can be refunded before or after the date of travel (up to 28 days) if unused.

We’re unable to refund the booking fee as that is how we plant your tree.

Q: Can I get a full refund if my train is delayed or cancelled?

If your train was cancelled and you didn’t use your ticket to travel, you’re eligible for a full refund (excluding the booking fee).

If your train was delayed you may be eligible for Delay & Repay

The terms of Delay Repay are defined by each individual operator. Please click the link below to select which train operator you were travelling with and to check your eligibility for compensation.

Click here to apply for Delay & Repay.

Q: When will I get my refund?

Your refund should appear in your account within 28 days.

Q: Do I get a full refund if I cancel my trip?

Advance tickets can be amended by contacting customer service.

  • There is a £10 admin fee which applies to all refunds.
  • Tickets can be refunded before or after the date of travel(up to 28 days) if unused.

Q: How do I contact customer service?

The best way to contact us is using our email address help@trainhugger.com .

Our customer service team are also available at 0333 0329 295 .