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My enquiry is about

Getting a refund

Can I get a refund for an e-ticket?

E-tickets are non-refundable and non-exchangeable. Details of journey can be changed by contacting our customer services department however this will incur a fee.

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After what period of time can I claim a refund?

The maximum period in which you can claim a refund is within 28 days of the tickets expiry date.

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How can I apply for a refund or cancel my ticket?

Please visit our dedicated 'Getting a refund' page to find out all the options available. 

Please note: no refunds are allowed with print your own tickets (e-tickets). Change of journey is permitted by contacting Customer Services.

What reason do I need to refund a ticket?

Providing the terms and conditions of your ticket permit a refund then you do not need to give a reason for cancelling your ticket.

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When should I expect my refund?

When requesting a refund you should have been given an estimated refund processing date. Although we try our best, sometimes unforeseen circumstances such as adverse weather conditions or unusually high volume of requests make it difficult to meet these dates. Conversely, our dedicated refund team often process refunds quicker than the original processing date stated.

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What is the European Commission Online Dispute Resolution platform? 

Our customer service team will endeavour to resolve any queries you may have from your use of our website.  However, if you are unhappy with how we have dealt with your query, you can contact the European Commission Online Dispute Resolution Platform.

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