Ticket refunds

The refund you can get depends upon the type of ticket you have. Just select the type of ticket that you have here:

Advance tickets - Book with confidence

Anytime, Off-Peak and Super Off-Peak tickets

Season tickets

Business Travel

National Rail travel vouchers

Railcards

Payzone

To help our customers socially distance, we have put systems in place so you can claim refunds remotely, minimising contact between passengers and staff. However, please note that it may take up to 30 days to process your refund. 

 

Advance Tickets

  • Advance tickets will be exchangeable in line with the existing “Book with Confidence” scheme, i.e. can be changed up to 18:00 the evening before travel. 
  • Your ticket is non-refundable. However, if the train you purchased a ticket for is cancelled or delayed and as a result you decide not to travel a refund will be offered on completely unused tickets. You'll not be charged an admin fee.
  • Whilst there are no refunds on Advance tickets in most cases you can change your journey prior to travel (up to departure) for a £10.00 fee plus any difference in the fare payable. However, please note that if you choose (where offered) to print your tickets at home or download them to your mobile device, different rules apply and you may not be able to subsequently change your ticket. The relevant conditions will be made clear when buying your ticket.
  • FAQ's for Advance Tickets
  • I want to cancel my trip and get a refund
    • Purchased from TfW Online

    • If you have already collected them then please post your ticket with your name, address and additional comments to:
    • Freepost 
      TFW RAIL REFUND REQUEST
    • If you can no longer see your booking please email customer.relations@tfwrail.wales

       


    • Purchased at TfW Station or Ticket Vending Machine

    • If you bought your tickets at one of our stations or ticket vending machines and would like to apply for a refund, please post your ticket with your name and address to:
      Freepost 
      TFW RAIL REFUND REQUEST


      Alternatively, you can visit one of our staffed booking offices.
  • I want to change my ticket
    • Purchased from TfW Online

      To change your ticket please call us on 03333 211 202 and select option 2.

    • We’re open 24/7 every day (except Christmas Day and Boxing Day).
      Calls to our number are charged at a local rate from a BT phone.



      Purchased at TfW Station or Ticket Vending Machine

      If you bought your tickets at one of our stations or ticket vending machines and would like to apply for a refund, please post your ticket with your name and address to:
      Freepost 
      TFW RAIL REFUND REQUEST

      Alternatively, you can visit one of our staffed booking offices.

  • Book with confidence
    • Last week Rail Delivery Group (RDG) announced that normal national Advance ticket conditions will be reinstated from 01 December 2022, bringing the current Book with Confidence scheme to an end.

    •  

    • Whilst the original intention of the Book with Confidence Scheme was to restore confidence in travel when restrictions were eased during the pandemic, there is now a need to maintain confidence in the face of ongoing industrial action, coupled with the impact of the cost of living to consumer confidence more broadly. Therefore, TfW will retain the Book with Confidence proposition until 31st March 2023. However, the option for customers to exchange their Advance ticket for a travel voucher has been removed.

    •  

    • This means customers will be able to continue to re-book their Advance tickets within the confines of our 6-week booking horizon.

    •  

    • These terms and conditions will only apply to customers who have purchased via TfW owned sales channels.

    •  

      • Fee-free change of journey – Customers will still be required to pay any fare difference, and changes must be made by 18:00 the day before travel; original origin and destination must remain the same, but the customer is permitted to change the date and time to travel on another service or day.

      • Changes to Advance tickets after this time will be subject to normal Advance terms & conditions regarding change of 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, and refunds are only permitted on Advance tickets if the original service is delayed or cancelled, and the customer no longer wishes to travel.

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

Anytime, Off-Peak and Super Off-Peak tickets

  • Anytime, off peak, and super off peak ticket holders will be able to get fee-free refunds on tickets which have been purchased prior to 9 September 2022. The up to £10 admin fee will be waived.
  • I want to cancel my trip and get a refund
    • If you purchase a Ticket and then choose not to travel, you may apply for a refund from the original retailer or Train Company from whom it was purchased, unless the terms and conditions of your Ticket (advance Tickets for instance) indicate that it is non-refundable. You must do this no more than 28 days after the expiry of the Ticket.
    • Purchased from TfW Online

    • If you have already collected them then please post your ticket with your name, address and additional comments to:
      Freepost 
      TFW RAIL REFUND REQUEST


      If you can no longer see your booking please email customer.relations@tfwrail.wales
       

    • Purchased at TfW Station or Ticket Vending Machine

    • If you bought your tickets at one of our stations or ticket vending machines and would like to apply for a refund, please post your ticket with your name and address to:
      Freepost 
      TFW RAIL REFUND REQUEST


      Alternatively, you can visit one of our staffed booking offices.
  • I want to change my ticket
    • No admin fees will be charged for any refund applications for journeys to travel between 22nd December and 7th January 

      Purchased from TfW Online

      To change your ticket please call us on 03333 211 202 and select option 2.

    • We’re open 24/7 every day (except Christmas Day and Boxing Day).
      Calls to our number are charged at a local rate from a BT phone.



      Purchased at TfW Station or Ticket Vending Machine

      If you bought your tickets at one of our stations or ticket vending machines and would like to apply for a refund, please post your ticket with your name and address to:
      Freepost 
      TFW RAIL REFUND REQUEST

      Alternatively, you can visit one of our staffed booking offices.

 

Season Tickets

  • If you purchase a Ticket and then choose not to travel, you may apply for a refund from the original retailer or Train Company from whom it was purchased, unless the terms and conditions of your Ticket (advance Tickets for instance) indicate that it is non-refundable. You must do this no more than 28 days after the expiry of the Ticket. 
  • Season tickets can be refunded at any time and we will calculate how much is refunded by how much value is left on your ticket. We do this by deducting the value of any other tickets you could have travelled with in the same time until you stopped using your Season ticket. 
  • We can generally give you a refund if there is:
    1. Seven days (or more) left on a Season Ticket valid between one and ten months
    2. Three days (or more) left on a weekly Season Ticket
    3. For an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it
  • Please use the Ticket Refund Calculator to calculate the refund for your specific ticket
  • The normal season ticket refund policy will continue to apply although the £10.00 admin charges have been removed from online bookings.

Where did you purchase your Season ticket

  • Online via TfW website or TFW App
    • Paper

    • If you have already collected them then please post your ticket with your name, address and additional comments to:
      Freepost
      TFW RAIL REFUND REQUEST

    • Smartcard

    • Please send an e-mail to customersupport@tfwrail.wales including:

      • Your Smartcard number

      • Name and e-mail used on your web account

      • The journey shown on your season ticket, and

      • Your last date of travel.

  • In-person at a TfW station or from a ticket vending machine
    • Paper

    • Please return to one of our staffed station 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 customer.relations@tfwrail.wales including:

      • Your name and full postal address,

      • The Name and number on your smartcard

      • The journey for which your ticket is valid, and

      • Your last date of travel.

 

Business Travel

If you purchase a Ticket and then choose not to travel, you may apply for a refund from the original retailer or Train Company from whom it was purchased, unless the terms and conditions of your Ticket (advance Tickets for instance) indicate that it is non-refundable. You must do this no more than 28 days after the expiry of the Ticket.

If you have booked your ticket through our business travel team please contact them via email.

business.bookings@tfwrail.wales

Please do not cut up your corporate season ticket

 

National Rail travel vouchers

Customers with National Rail travel vouchers that expired between 20 October 2020 and 30 June 2021 have had an additional six months after their original expiry date to redeem them. This means that a National Rail Travel voucher that was due to expire on 30 June 2021 is now valid until 30 December 2021. 

National Rail travel vouchers can be redeemed against the cost of train tickets at our booking offices. 

 

Railcards

  • National Railcards
      • 16-17 Saver
      • 16-25 Railcard
      • 26-30 Railcard
      • Disabled Persons Railcard
      • Family and Friends Railcard
      • Network Railcard
      • Senior Railcard
      • Two Together Railcard
    •  
    • Customers should contact National Rail directly for update on the validity of Railcards here https://www.railcard.co.uk/contact-us/
  • Transport for Wales Railcards
      • Heart of Wales
      • Valleys Senior
      • Valleys Student and Cardiff Local Routes
      • Cambrian Railcard
      • Pembrokeshire Railcard
      • 18 Saver Railcard
      • Student Railcard
    •  
    • The six-month extension to all TfW railcards purchased on or before 17 March 2020 has now expired.

I bought my ticket from a Payzone retailer, and I need a refund.

If you return to the Payzone retailer within 30 minutes of purchasing your ticket, you will receive a full refund with no admin fee. However, if you return after the 30-minute period, there will be a £10 minimum fee, irrespective of ticket value. If the value of the ticket is less than £10, there will be no refund. Refunds for Payzone tickets are only available from Payzone retailers. There is no limit on the value of ticket for which a refund can be obtained.