Simple Refunds & Exchanges

 

How do I amend my booking?

We have made the amendment (re-booking) process so much simpler.

You can now change the date/ time of your journey and only pay the difference in price, including an admin fee. This feature is only available on journeys with through tickets (non-splits).

You can do this yourself via Manage My Booking.

Only flexible tickets are refundable less a £10 admin fee.

A split ticket booking that contains Advance fares are non-refundable unless they contain flexible fares. You may be able to amend your journey at your departure station for a fee.

To amend on Raileasy, you must make a new booking and then request a refund* via email.

*Only times and dates may be amended before the original journey but not the origin or destination (the stations must remain the same).  

 

Once you have amended your journey (by re-booking), you may submit a refund request here
 

Subject line: Raileasy refund request - [YOUR BOOKING REFERENCE]

Content:

Original booking reference:

New booking reference:

Only valid requests will be processed, ie the same stations booked.

Please note that for all amendments, a refund is calculated based on the cheaper ticket value less the £10 admin fee.

If you have printed the tickets at the station, you must return them by recorded post before a refund can be considered.


 

I have the printed my tickets, do I need to send them back for a refund?

 

 
E-Tickets No
ToD (Ticket On Departure) Yes

 

Depends on the delivery method you have chosen. If you have printed your ToD tickets from a Self Service Ticket Machine at a station then unfortunately you must send the unused tickets back before a refund can be processed. Please check refund terms.

 

Refund address - when you submit a refund claim, you will receive instructions on where to send the unused tickets to.

 

We strongly recommend that any tickets are sent by a tracked postal method such as Royal Mail’s Recorded service. We are not responsible for any tickets which are not received by us.


 

Can I cancel my tickets?

Flexible tickets (Off-Peak, Super Off Peak and Anytime, sometimes known as "walk-up" fares) can be refunded less the admin fee regardless of whether the journey is rebooked. You have up to 28 days after the ticket's expiry date to claim the refund.

 

Advance fares are not refundable but can be amended* (changing the date / time, not the journey) and paying the difference in price including an admin fee.

 

Ticket Type

Refundable without a re-booking

Amendable - Change of Date / Time only and not the departure and destination stations

Flexible type (Off Peak, Super Off Peak & Anytime)

Yes

Yes

Fixed Time (Advance)

No

Yes

 

*Amendments / changing date & time of your journey must be made before the original departure time. If you wait until after the original departure time for any reason, industry rules do not allow us to change advance tickets - regrettably your ticket will have no value and a refund will no longer be applicable.

 

In order to gain a refund all the tickets must be wholly unused and returned to the point of purchase as we cannot claim back the money to refund you until we have the tickets back in our possession. A £10 admin fee is applicable for any amendment & cancellation request.

 

If the tickets have not been printed then just submit a refund claim, sit back and wait for the money to be returned less the admin fee.


 

I've just made a booking and realised that I booked the wrong dates/ times/ stations...What do I do?

If you think a mistake has been made, you will be able to claim a refund on the total cost of your tickets (regardless of ticket types) within 2 hours of making the purchase so we ask that you do this straightaway. Simply access your booking by tapping on Manage My Booking.


 

Do you refund the extra fees?

Refunds may only be claimed on tickets which are wholly unused and only the face value of the ticket can be refunded (booking fee, share of saving and postage fees are non-refundable).

If you are amending/ changing your journey then you pay the differences in ticket cost (face value of the tickets) including the admin fee.


 

How do I claim a Delay Repay?

Completed journey (delayed getting into destination):

If you travelled on an alternative service due to a delayed or missed a connection and got to your destination late then you'll probably be entitled to compensation from the train company that caused the delay. The amount you'll get varies according to the train company and the length of delay.

To make a claim for a delay, cancellation or missed connection, you need to contact the train company directly. We're not able to issue the compensation - only the train company can do that.

This is called "Delay Repay", but they'll normally explain the procedure on their website, but if in doubt you can ring National Rail Enquiries on 03457 48 49 50.

 

Abandoned journey:

If you chose not to take your journey at all or returned to the origin station because of a delayed or cancelled train then we will be able to refund the unused tickets upon receipt of them in the post. This is classed as an 'Abandoned Journey'. We may ask you to clarify as to what happened on the day of travel before we can process your claim.

 


Do you charge any Cancellation Fees?

One of the biggest downsides to splitting tickets at the station or manually on a train company site is undoubtedly the fact that cancellation or amendments fees will be applied per ticket.

At the moment we are only charging a £10 admin fee per booking, not per ticket.

 


I'm too sick to travel, can I get a refund?

Firstly, check if your tickets are refundable. Flexible tickets are refundable without requiring a medical evidence or re-booking / amending the journey.

If your booking consists of Advance type (non-refundable) tickets, then you are required to provide supporting evidence, such as a letter from your doctor or hospital. The medical evidence must cover the booked travel dates before we can refund your tickets for you.

All refunds are subjected to an applicable £10 admin fee from the total face value of the tickets.


 

Amendments & Cancellations T&Cs:

(i) The terms and conditions applicable to your ticket type determine the circumstances under which it can be cancelled/refunded all tickets are amendable. The ticket type's fare terms are set by the train operating companies not Raileasy. Please check the terms and conditions of your ticket before you proceed to purchase to make sure they meet your needs.

(ii) The fare terms and conditions can be viewed when you select the times and price that suits and by clicking on the information icon next to the fare price.

(iii) As a general rule, 'Advance' fares are amendable but not cancellable/refundable. The more expensive flexible fares are usually amendable and refundable.

(iv) You may be able to amend your journey at your departure station. You will usually be charged £10 per ticket (as well as the difference in price) at the station for changing your journey. To amend through Raileasy please access your journey by tapping on Manage My Booking where you will be able to re-book the journey dates and time and paying only the difference in price, inclusive of a £10 admin fee. Any amendments MUST be made before the original travel date & time (the new travel date may be after this period however).

(v) To cancel or amend your journey, you will be able to do this yourself by tapping on Manage My Booking. You will not be able to use this feature if your journey contains Split Tickets. Please refer to "How do I amend my booking?" section for more information.

(vi) Note that for Advance tickets, only times and dates may be amended before the original journey but not the origin or destination. The amendment process is by re-booking the same journey and paying the difference (if the new journey costs more than the originals) including an applicable £10 admin fee. You will be able to do yourself by tapping on Manage My Booking. All amendments/rebooking for ADVANCE (non-refundable) type tickets must be made before the original departure date/time. After that time the ticket has no value and a refund will no longer be applicable.

(vii) Refunds must be processed within 28 days of the travel date for a single, or within 28 days of the last date of validity for the return portion in the case of a return ticket. If you have the tickets in your possession they must be returned wholly unused by recorded delivery along with a completed refund form, to the address provided on the form. Raileasy cannot be held responsible for any tickets which have not been received in the post. 

(viii) All amendments and cancellations/refunds are subject to a £10 administration fee on the face value of the tickets only. If an amendment results in a lower price ticket, the difference in fare will not be refunded. The £10 cancellation fee is charged per booking reference. Booking fees and share of split ticket savings commission are non-refundable.

(ix) If you have a flexible return ticket, a full refund less a £10 admin fee if wholly unused and if submitted within 28 days of the expiry date of the ticket. If the inward portion is used, no refund may be given on the outward portion. If outward portion is used the cost of the applicable single fare less a £10 admin fee can be claimed on the inward journey.

* PLEASE NOTE Single fare plus £10 admin fee is often more expensive than a return fare so in most instances no refund will be given on part - used tickets.

(x) Please note for return journeys, if you are re-booking just the outward or the return journey it may be cheaper to amend the entire journey, please check available fares.

 

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