Ticket refunds

Q: Can I 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 “Manage my tickets” section
  • Click on “Manage my tickets/refunds”
  • Select “View refund options” if you wish to cancel an upcoming booking.

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

Q: How can I amend my advance ticket?

You can amend advance tickets up to 30 minutes before your original departure time by contacting our Customer Service team.
Please bear in mind, in order to amend your advance ticket you will need to purchase the ticket you wish to amend first and be aware that:
  • The origin and destination stations must be the same as on your original ticket
  • The train operator must be the same as for your original ticket
  • You cannot change from an Adult to a Child ticket, or vice versa
  • You can choose a different class (ie: Standard or 1st Class) in your amended ticket
  • If the new new advance ticket is a higher price than the original, you will have to pay the difference.
  • If the new new advance ticket is a lower price than the original, you will not receive a refund for the difference
  • A £10 Admin fee will be applied

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.

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

You will be refunded the full value of your ticket(s), however, a £10 admin fee will be applied.

We cannot refund your booking fee as that is how we plant our trees.

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

If your service was cancelled, 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: Can I refund my booking without an account?

If you don’t have an account and are seeking a refund, please contact Customer Services.

Q: How can I contact customer services?

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 .