Can I get a refund?

  • Didn't travel or finish your journey? You can apply for a refund.
  • Completed your journey? You can get delay repay compensation if your train was delayed by 15 minutes or more.

How to request a refund

Tell us where you got your ticket from, and we'll show you how to get a refund.

Just a reminder, there is a £5 refund fee, which may be deducted per daily ticket (up to £10 for seasons). Please do not send us images of passports, credit or debit cards, driving licences, bank statements or information which is personal to you.

It’s best to use digital tickets where you can. If your ticket is due for collection at a station/ticket machine, you'll need to collect it and send it to us as part of your claim.

Do you have an account?

  • Before your travel date - Refund your tickets online or go My tickets on the app.
  • On or after your travel date (if you did not travel due to delay, cancellation, or exceptional circumstance such as medical emergency) - Call our Web Support Team on 0345 600 7245 (option 3). Lines are open 08:00-17:00.
  • To complete the Smartcard refund process, we'll need to read your Smartcard after you request a refund. You can do this by connecting your smartcard with our app (go to My Tickets) or visit one of our stations. At the station, please wait a minimum of 2 hours and then tap your Smartcard onto the yellow ticket gate reader, platform validator or on a ticket machine by following the screen options.
Checked out as a guest?
  • Call our Web Support Team on 0345 600 7245 (option 3). Lines are open 08:00-17:00.

Need help?

Read our online purchase FAQs

You’ll need to go back to your place of purchase to claim a refund.

Bring your ticket with you to our station ticket offices. If you’re not able to you can return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one. Where possible, we recommend obtaining proof of postage.

Post to this address (this is all you need to write on the envelope):

Freepost GREATER ANGLIA REFUNDS

If you booked with our telesales team, return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.

Post to:

Greater Anglia
PO Box 23972
Edinburgh EH3 5DA

If you travel using pay as you go contactless, your payment is handled by Transport for London (TfL).

  • To view your journey history, amend an incomplete journey and request a refund, login or create a TFL account and link your card.
  • You can see up to 7 days of journey history without an account
  • For payment issues or unexpected charges, please contact TfL directly.
  • For delay repay, you’ll need to go the operator you travelled with as usual. If your Greater Anglia train was delayed by 15 minutes or more, you can claim delay repay compensation. Please include a copy of your TfL contactless statement showing the contactless transaction. If you are delayed on the London Underground or DLR, please visit the TfL website.

When can you claim a refund

Ticket typeWhen can you claim
Daily tickets
  • You can claim until 23:59 the day before it becomes valid for travel.
  • If you didn't travel due to a train delay, cancellation or if an exceptional circumstance such as medical emergency has stopped you from travelling, you can you can claim up to 28 days after your ticket expires.
  • Advance tickets are non-refundable unless you didn't travel due to a train delay or cancellation.
Season tickets

You can request a refund on unused days before your season expires:

  • Flexi – within 28 days of it becoming valid for travel*
  • Weekly – at least 3 unused days remaining
  • Monthly or custom longer - at least 7 unused days remaining
  • Annual - at least 2 unused months remaining

*If you are unable to apply in time due to illness, you will need to provide evidence such as a medical certificate.

Special tickets

If you'd like to refund your student season ticket, please contact our business travel team at [email protected] or call 0345 600 7245 (option 6). Open Monday to Friday (09:00-16:30), excluding bank holidays.

No refunds are provided for Monthly student season tickets, part way through their validity. If you wish to cancel your subscription, please email us, giving 1 months’ notice.

Return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.

Post to:

Greater Anglia
PO Box 23972
Edinburgh EH3 5DA

These are sold by our Business travel team.

Return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.

Post to:
Refunds Department
The Hub
Colchester North Railway Station
North Station Road
Colchester
Essex
​CO1 1JS

FAQ

There is a maximum admin fee of £5 per ticket (£10 for season tickets) that may be deducted from your refund total. You are entitled to have no fee if you didn't travel because your train was delayed, cancelled, rescheduled after purchase or if your seat reservation will not be honoured.

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If your train is delayed by 15 minutes or more, get compensation with Delay Repay.

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To comply with our Credit / Debit card suppliers scheme rules we must follow these rules:

  1. Refunds can only be made on the card used for the original sales transaction. Irrespective of whether the original account has been closed or not, or whether the card number has changed, the banks will ensure that the money is returned to the original account holder. If the account has been closed this will normally mean that the bank who operated the card scheme will normally refund the customer in an alternate way. Your bank will be able to help you retrieve previous card details should you need them.
  2. Retailers must never make cash or cheque refunds for transactions which have been originally made by Credit / Debit Card.

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Season Ticket refunds

If you stop travelling and no longer need your Season Ticket, please hand it in at the ticket office where you bought it.

We will calculate any refund due from the date the Season Ticket is handed in. There are a few exceptions. Please ask at the ticket office for more details.

The refund calculation will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket, plus an administration charge of no more than £10.

Season Ticket refunds can take up to 28 days and will be refunded to the method of payment used for original purchase.

If payment was originally made by Company cheque, we will require a letter from that employer confirming they authorise the refund to be paid to the customer directly.

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When our train services are disrupted our customers may be entitled to claim Delay Repay compensation.

If you choose not to travel because of disruption on our network then you may hand your ticket in for a refund ( subject to terms and conditions of ticket issue) at your nearest staffed station or by following the procedure for refund set out when you purchased your ticket online.

Where things go wrong on our Greater Anglia network, or where we cause you to change your journey plans, and if you are not happy with the service you had then we want to hear from you. We think that it is important that you have the chance to tell us when things haven't gone smoothly. Give us the chance to put things right. We will make every effort to provide you with answers and where it is appropriate we will provide reasonable compensation. When we look through or hear about a complaint we consider it on it's own merits.

As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive and claims made in a fair manner. This does not limit or exclude rights you may have.

There are many different ways to contact Greater Anglia including accessing our online comments form.

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