Ticket refunds and changes

You can get any ticket refunded if you decided not to travel because your train was cancelled or delayed.

Under the National Rail Conditions of Travel, if your train was cancelled or delayed and as a result you decided not to travel, you can claim a refund on unused tickets. You won’t be charged an admin fee.

To request a refund, please follow one of the options below, depending on your ticket type and where you brought your ticket.

If you bought an Advance ticket on our app or website, there’s currently no fee for amending your journey under our Book with confidence scheme. However, you may have to pay extra if there’s a difference in price between your current ticket and the new ticket.

We’ve introduced self-service ticket exchange for Advance tickets on our app. You can now make changes to your booking up to 18.00 the day before you travel, without incurring a fee.

Step 1: Go to the ticket that you want to change in your wallet and select ‘change travel date or time’. 

Step 2: Select a new date and/or time. Your origin, destination and route will remain the same. The exchange summary will indicate ‘New Order’, ‘Exchanging’. It will tell you if you need to pay because there’s a price difference. 

The exchanged ticket will now be available in the app wallet. The original ticket will be removed.

For changes to Advance tickets after 18.00 the day before you travel, please phone Customer Relations on 03333 211 202 and select option 2. These will be subject to our terms and conditions regarding a change of journey and normal fees will apply. Changes can be made up to the departure of your first booked service. 

Any changes made to Advance tickets after your first booked service has departed are invalid.

Refunds are only permitted on Advance tickets if your original service is delayed or cancelled, and you no longer wish to travel.

Mobile tickets or e-tickets

• Phone Customer Relations on 03333 211 202 and select option 2.

• Email your new TfW booking reference along with the booking reference of your journey to be refunded, your reason for changing your ticket, your name and the email you used to book to customersupport@tfwrail.wales. We aim to respond within 2-5 working days.

Paper tickets
If you bought your tickets online and have collected them, you can:

• Email your new TfW booking reference, a photograph of the tickets to be refunded cut in half, your reason for changing your ticket, your name and the email you used to book to customersupport@tfwrail.wales. We aim to respond within 2-5 working days.

• Post your new booking reference, your tickets to be refunded, your reason for changing your ticket, your name and the email you used to book to:
  Freepost
  TFW RAIL REFUND REQUEST

For paper tickets, there’s currently no fee for amending a journey under our Book with confidence scheme. However, you may have to pay extra if there’s a difference in price between your current and new ticket.

Visit a ticket office
The quickest way to change your paper ticket is to take it to your nearest station ticket office.

Paper tickets - please visit a ticket office
You can make changes to your ticket by taking it to your nearest station ticket office. You may be charged £5 to make a change.

Mobile tickets or e-tickets
To make changes to mobile or e-tickets, please contact the retailer you bought the tickets from.

Mobile tickets or e-tickets

• Phone Customer Relations on 03333 211 202 and select option 2.

• Email your new TfW booking reference along with the booking reference of your journey to be refunded, your reason for changing your ticket, your name and the email you used to book to customersupport@tfwrail.wales. We aim to respond within 2-5 working days.

Paper tickets
If you bought your tickets online and have collected them you can:

• Email a photograph of the tickets to be refunded cut in half, your new TfW booking reference (ticket changes only), your reason for requesting a refund, your name and the email you used to book to customersupport@tfwrail.wales. We aim to respond within 2-5 working days.

• Post your original tickets, your new TfW booking reference (ticket changes only), your reason for requesting a refund, your name and the email you used to book to:
  Freepost
  TFW RAIL REFUND REQUEST

Visit a ticket office - changes and refunds
The quickest way to refund or change your paper ticket is to take it to your nearest ticket office at a station.

By post - refunds only
Post your ticket, your reason for requesting a refund along with your name and address to:
Freepost 
TFW RAIL REFUND REQUEST

Paper tickets - Visit a ticket office
You can still make changes to your ticket by taking your paper ticket to your nearest station ticket office. You may be charged £5 to make a change.

Mobile tickets or e-tickets
To make changes to mobile or e-tickets please visit the retailer you purchased the tickets from.

The option to exchange an Advance ticket for a travel voucher has been removed.

You’re able to continue to re-book your Advance ticket within our eight-week booking horizon.

These terms and conditions apply if you bought your ticket with TfW:

• Fee-free change of journey - you’ll need to pay any fare difference and changes must be made by 18:00 the day before travel; original origin and destination stations must remain the same, but you can change the date and time to travel on another service or day.

• Changes to Advance tickets after this time will be subject to the normal terms and conditions regarding changing your journey; changes are permitted up to the departure of the first booked service, but normal fees will apply and any changes made to Advance tickets after the first booked service has departed are invalid.

• Refund policies are unaffected by this change. This change permits Advance tickets to be exchanged for a different journey. Refunds are only permitted on Advance tickets if the original service is delayed or cancelled and you no longer want to travel.

• You can continue to change non-Advance tickets to travel at another time without paying a fee.

Mobile tickets or e-tickets

• Email your booking reference of your journey to be refunded, your reason for requesting a refund, your name and the email you used to book to customer.relations@tfwrail.wales. We aim to respond within 2-5 working days.

Paper tickets
If you bought your tickets online and have collected them you can:

• Email a photograph of the tickets to be refunded cut in half, your reason for requesting a refund, your name and the email you used to book to customer.relations@tfwrail.wales. We aim to respond within 2-5 working days.

• Post your original tickets, your reason for requesting a refund, your name and the email you used to book to:
  Freepost
  TFW RAIL REFUND REQUEST

Visit a ticket office - refunds
The quickest way to refund your paper ticket is to take it to your nearest ticket office at a station.

By post - refunds
Post your ticket, your reason for requesting a refund along with your name and address to:
Freepost 
TFW RAIL REFUND REQUEST

Smartcard
Please send an email to customersupport@tfwrail.wales and tell us:

• Your Smartcard number.

• Name and email address used on your web account.

• The journey shown on your Season ticket.

• Your last date of travel.

Phone Customer Relations on 03333 211 202 and select option 2.

Paper tickets
If you’ve already collected your tickets, please post it with your name, address and details of the last date of travel to:
Freepost
TFW RAIL REFUND REQUEST

Paper tickets
Please pop into one of our ticket offices or
Post your ticket with your name, address and details of the last date of travel to:
Freepost
TFW RAIL REFUND REQUEST

Smartcard
Send an e-mail to customersupport@tfwrail.wales and tell us:

• Your name and full postal address.

• The name and number on your smartcard.

• The journey for which your ticket is valid.

• Your last date of travel.