Even if you just decide not to travel, you may be eligible for a refund depending on the ticket you purchased. These will be subject to a £10 administration fee per transaction, and no refund is available on Advance tickets (where the date and time of travel were specified at the time of purchase). To claim your refund you will need to return your unused ticket within 28 days of expiry.
To find out if you’re eligible, check the terms and conditions of your ticket. You can find these by signing in to My East Coast, and selecting My Bookings.
How to claim if you can't travel
- Sign In to My Account
- Click My Bookings
- Select View against the ticket transaction that you wish to refund
- Click the Refund button
- Tell us the reason for the refund request
- Click Submit request
If you are in possession of the ticket(s) for which you require a refund, you must return these with the form which will be presented as part of this process. Unfortunately, your refund can’t be processed until we are in receipt of the ticket(s). We advise you to send your ticket(s) back via a guaranteed delivery service such as Royal Mail Special Delivery available at any Post Office, as we cannot be held liable for any tickets lost in transit. We regret that the postage and packaging costs cannot be refunded.
If you selected to collect your ticket via Ticket on Departure from a self-service ticket machine and have not collected your tickets, we will process your refund request without you having to collect the tickets, provided you wish to refund all the tickets in that booking.
The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket.