Cancelled or delayed trains
You can apply for a full refund on an unused ticket if your train is cancelled or if your seat reservation will not be honoured. You will not be charged an administration fee.
If you have purchased an Advance ticket and your train is cancelled or delayed by more than 60 minutes, special arrangements will be made to accommodate you on the another train (although a seat cannot be guaranteed). If however as a result of the service disruption you decide not to travel, a refund will be offered on completely unused tickets and you will not be charged an administration fee.
Deciding not to travel for any other reason
Even if the train service is running normally, but you decide not to travel for your own reasons, you will be eligible for a refund in many cases subject to a £10 administration fee. Please note that in order to claim your refund you must return your unused ticket within 28 days. The exception is most Advance Tickets (i.e. where you must specify the date and time you will travel at the time of purchase) which are sold on a ‘no refund’ basis.
How to claim your refund
If you wish to apply for a refund you need to print out our form. When you have completed it, please take the form back to where you bought your ticket within 28 days of the ticket’s expiry date.
Alternatively, if you have booked your ticket from this website you can apply for a refund by visiting My Account after you have signed in and then posting your ticket back to us; or post your ticket (including Print@ Home tickets) with a covering letter to our Web Support team at:
East Coast Web Support,
PO Box 6136,
Telephone: 08457 225 111
We advise you to send your tickets back via a guaranteed delivery service, such as Royal Mail Special Delivery, or obtain a proof of posting certificate (available at any Post Office), as we cannot be held liable for any tickets lost in transit to us. We regret that the costs of postage and packaging cannot be refunded.
Please note that any charge for ticket delivery made during the purchase process is not refundable. Where tickets fail to arrive, after paying for First Class postal delivery and new tickets need to be collected from the station, a credit in the form of an e-Voucher will be made.
We can only refund monies back onto the card originally used for payment.
We do not normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.
We do not accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection, or closure of the railway.
We will only pay compensation under one scheme in respect of the same journey. If you wish to claim compensation under more than one scheme (for example if you were delayed by over 30 minutes and the seat you reserved wasn't available) then the scheme giving you the highest level of compensation will take precedence.
You can download the full East Coast Passenger's Charter from this page or collect from any staffed station at which East Coast trains stop.