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Changing your ticket

Important information for customers who purchased tickets prior to June 19 2019

If you need to make an alteration to your journey or refund an unused ticket, and you purchased your tickets prior to Wednesday 19 June, please phone 0345 603 4852 select Option 4, then select Option 1.

If your tickets were purchased on or after the 19th June please select Option 4, then Option 2.

Before we can change your ticket, we need to know what sort of ticket you bought. Note that Advance tickets are tickets purchased for specific services, while Off Peak or Anytime tickets are valid on several.

  • I have purchased an Advance ticket
    • Advance tickets are non-refundable but can be amended for another date / time from your point of sale. Please note that the origin / destination stations can’t be amended.

      If you purchased your ticket through the Grand Central website, please call 0345 603 4852 to amend your journey. If your tickets have been collected, please return them to the below address with a covering letter outlining your request.

      Grand Central Refunds
      PO Box 6615
      DD11 9AQ

      Please note that a £10 admin fee per ticket will be charged for ticket amendments.

  • I have purchased an Off Peak or Anytime ticket
    • Ticket type: Anytime

      Change date
      For Anytime Return tickets, if the date of outbound travel is made within 5 days of date stated on ticket and return travel within 1 calendar month then this is within the terms and conditions of the ticket. You do not need to tell us of the change.

      For Anytime Single tickets, you can travel on the date shown on the ticket, or on the following day. You do not need to tell us of the change.

      Change time
      The ticket is flexible so you can travel at any time of day. You do not need to tell us of the change.

      Change route
      You can change the departing/arrival station by cancelling the ticket(s) online and buying new ones.

      Ticket type: Off-peak / Super Off-peak

      Change date
      Can be changed

      Change time
      You can travel on any off peak train on valid dates without having to tell us of change. If you need to travel at peak times, then you will need to cancel your off-peak tickets online and purchase new ones for the new time.

      Change route
      You can change the departing/arrival station only by cancelling the ticket(s) online and buying new ones.

      If you have purchased an Off-peak or Anytime e-ticket from and not activated it, you can amend your ticket automatically by logging into My Account and selecting the ticket you wish to amend.

      Please make sure that your address is included in your e-mail when applying for a refund or a ticket amendment.

      If you bought your tickets from the Grand Central website, please login to your account to process the change of journey - please note an admin fee will be charged that will be detailed in the process. Or alternatively send your original tickets to:

      Grand Central Refunds
      PO Box 6625
      DD11 3RQ

      Tickets must be returned within 28 days of their expiry date. You may be required to pay an administration fee.

      We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.