Refunds and Compensation

Can I refund my ticket? 

Yes, you can refund your ticket by logging into your account and going to “Manage tickets”. Here you will see all the tickets you have purchased each with a clear signpost to refund. Unlike most other ticket retailers, we don’t charge a fee for refunds! 

Which tickets can be refunded? 

Anytime, Off-Peak and Super Off-Peak tickets are refundable, whilst Advance tickets are non-refundable unless there’s disruption (see the question below). Not sure about the type of ticket that you purchased? It’s detailed in the confirmation email you’ll have received when you booked with us. 

Can I amend an Advance ticket? 

Yes! You can amend your Advance train ticket if you’re not able to use it. Just login to your account and navigate to “My tickets” – any ticket that is eligible to be amended will be clearly sign posted. Unlike most other ticket retailers, we don’t charge a fee for amendments! 

  

Can I get a refund for my Advance ticket? 

Advance tickets are non-refundable, so if your plans change, unfortunately we can’t give you a refund. But there are a few exceptions to this rule:

• Your train has been cancelled and you decide not to travel 
• The train operator has advised you not to travel because of service disruptions 
• You have abandoned your journey because of delays

If none of these apply to you and you can’t use your Advance ticket on your planned train, you could amend it instead. This means you can change your Advance ticket to make the same journey at a different date or time. And whilst most online train ticket retailers charge a £10 fee for changes, we won’t charge you this. You’ll just pay the difference to the new fare (if any).

Can I claim compensation for delays (Delay Repay)?

If you arrive at your destination late, there’s a good chance you’re entitled to claim delay compensation – often known as Delay Repay. With many operators you’re entitled to compensation if the delay is at least 15 minutes, but some operators require the delay to be 30 or 60 minutes to claim compensation.  

When you’re claiming compensation, it’ll always need to be done through the operator that delayed you. This is usually the one that you were planning to travel with.  

There are some exceptions for delay compensation. The first one is if the delay was cauised by planned disruption. For example, if your train was planned to be diverted or replaced by a bus and you were warned in advance, then you can’t claim. We know that replacement buses make things frustrating, of course!

The second exception is if an emergency timetable is in place, or the train you planned to take was cancelled before the day of travel. This usually means that a train has been ‘removed’ from the timetable rather than cancelled.

While officially this means that you can’t claim, we would encourage you to still contact the operator in these cases if you’re delayed. If we’re made aware of the cancellation in advance, then we’ll email you and let you know – you can travel on an earlier or later train, but if you prefer not to travel, you’ll be entitled to claim a refund regardless of the ticket you bought

You can submit your claim through the forms we’ve linked on this page.

  

Can I get Delay Repay compensation from TicketyBoo? 

Unfortunately, you can’t get Delay Repay compensation from TicketyBoo. You’ll need to get in touch with the train operator you travelled with. 

To qualify 

• You must be delayed by at least 15 minutes in reaching the destination on your ticket. Sometimes it may be at least 30 or 60 minutes – this varies by train operator.
• Make sure you haven’t refunded or thrown away your tickets – you’ll need these for your Delay Repay claim. If you’re using a paper ticket and there are barriers at your destination, speak to a member of staff to keep your ticket for your claim.
• Remember to claim with 28 days of your intended journey.

Who to contact 

• Submit a claim with the train operating company that caused your delay. We’ve put together the links to the claim form for each company here.
• If your journey involved disruption caused by more than one company, you should claim from the company that caused your first delay.
• Need more help getting the right amount of compensation from the train operators? Just email us at [email protected]. We’ll be happy to help!