Refunds & compensation

If you selected to receive paper tickets and have either collected them or had them posted to you, to apply for a refund, you have two options. This will depend on who and where you purchased your ticket from originally as you will need to return your tickets back to the point of purchase (if they were bought at a station this will be with the service provider who operates the station. This information is available on the National Rail Enquiries website ).

If your tickets were purchased via the Grand Central website, the quickest way to receive a refund if you have the physical ticket will be by returning your ticket to us via post to:

Grand Central Refunds
PO Box 6625
Arbroath
DD11 3RQ

With this, please include a note of your booking reference number and that you are requesting a refund. Please be aware that we will not be able to accept liability for any tickets lost in the post so we would recommend sending this via recorded delivery.

If you are not able to post the tickets, we can accept a picture of the tickets ripped up via our contact form. We will again require the reference number so that we can authorise a refund. However, our Customer Relations team are greatly reduced, and with the extremely high number of emails we have received, it may take some time before we are able to fully process your claim. We want to be honest with this as we truly understand that some people may require their refunds as soon as possible. 

For tickets not yet collected, E-Tickets or Print At Home tickets, and were purchased via our App or Website (your reference will start B-GRANDCNTRL) or if you purchased this over the phone (these references will begin MOTO), please contact our booking support team on 0345 603 4852 and select option 4 (they are open seven days per week 0800 – 2200). There may be a wait but please be patient as this is the fastest way to receive a refund. Again, you may email us but it may take some time before we can respond and process your claim. 

Once we have processed your refund, due to the unprecedented level of contact we are receiving, we would request that you allow us up to 10 working days for your refund to show in your account. If you have not received it after 15 working days, please contact the booking support team on option 4 using the above number. 
 

• If you have opted not to take your journey and purchased your tickets before March 23 2020
  • Due to exceptional circumstances, Anytime, Off-Peak, Super Off-Peak and Advance tickets, sold by any operator prior to 07:00 on 23 March 2020, for travel after 07:00 on 23 March 2020 will be eligible for a refund. Refunds must be applied for before travel on the first booked train.
  • If you decide not to use your ticket to make all or part of your intended journey then you will be eligible for a refund. To obtain a refund customers must contact their place of purchase..

  • Advance tickets

  • Due to the ongoing coronavirus situation we are allowing the refund of Advance tickets without cost. To amend your Advance Purchase ticket, please fill out our contact form here. Please ensure that you attach a copy of your tickets - we can accept a picture of the tickets ripped up via this route. We will again require the reference number so that we can authorise a refund. However our Customer Relations team are greatly reduced, and with the extremely high number of emails we have received, it may take some time before we are able to fully process your claim. We want to be honest with this as we truly understand that some people may require their refunds as soon as possible.
  • Alternatively contact our bookings support service on 0345 603 4852. Please be aware that wait times are currently expected to be exceptionally long due to high volume.

  • Off-Peak, Super Off-Peak and Anytime tickets

  • If you purchased an Off-peak or Anytime ticket from grandcentralrail.com prior to March 16 2020 and wish to refund without an admin fee, please fill out our contact form and attach a scanned copy of your tickets.
  • Alternatively, please contact our booking support service on 0345 603 4852 - please note that phone lines are expected to be busy due to the current coronavirus situation.
  • If you have purchased an Off-peak or Anytime ticket from grandcentralrail.com after March 16 2020, you can refund your tickets without an admin fee via My Account (not available for e-tickets), or by contacting us at 0345 603 4852 - please note that phone lines are expected to be busy due to the current coronavirus situation.

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

  • If you bought your tickets from the Grand Central website, please follow the instructions above to process a refund - please note the standard admin fee of £10 is currently being waived due to the coronavirus situation. Or alternatively send your original tickets to:
  • Grand Central Refunds
  • PO Box 6625
  • Arbroath
  • DD11 3RQ
  • Tickets must be returned within 56 days of their expiry date.
  • We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.
  • Once we have processed your refund, due to the unprecedented level of contact we are receiving, we would request that you allow us up to 10 working days for your refund to show in your account. If you have not received it after 15 working days, please contact the booking support team on option 4 using the above number. 

• If you have opted not to take your journey and purchased your tickets after March 23 2020

  • Advance tickets

  • Advance tickets sold after 07:00 on Monday 23 March for travel on the reduced timetable, will be subject to the usual terms and conditions of the ticket type.
  • Anytime, Off-Peak or Super Off-Peak tickets
  • If you have purchased an Off-peak or Anytime ticket from grandcentralrail.com, you can refund your tickets without an admin fee via My Account (not available for e-tickets), by filling out our contact form and attaching a scanned copy of your tickets, or by contacting us at 0345 603 4852 - please note that phone lines are expected to be busy due to the current coronavirus situation so we would recommend you contact us via the contact form where possible.
  • Please make sure that your address is included in your e-mail when applying for a refund or compensation.
  • If you bought your tickets from the Grand Central website, please follow the instructions above to process a refund - please note the standard admin fee of £10 is currently being waived due to the coronavirus situation. Or alternatively send your original tickets to:
  • Grand Central Refunds
  • PO Box 6625
  • Arbroath
  • DD11 3RQ
  • Tickets must be returned within 56 days of their expiry date.
  • We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.
  • Once we have processed your refund, due to the unprecedented level of contact we are receiving, we would request that you allow us up to 10 working days for your refund to show in your account. If you have not received it after 15 working days, please contact the booking support team on option 4 using the above number. 

• If you are claiming for a journey you have already taken, click here

  • Delay compensation

    If you are delayed over 60 minutes while travelling on a Grand Central train, you are entitled to compensation.

    The Grand Central delay compensation policy is as follows:

    Delays of 1 to 2 hours	a free journey or 50% of the cost of a single ticket or 50% of the relevant portion of a return ticket.
    Delays of 2 to 3 hours	a free journey or 75% of the cost of a single ticket or 75% of the relevant portion of a return ticket.
    Delays over 3 hours	a free journey or 100% of the cost of a single ticket or 100% of the relevant portion of a return ticket.

    Am I eligible for compensation?

    If your Grand Central train is delayed by 60 minutes or more, you will be eligible for compensation.

    How will I be paid?

    • Compensation for delayed journeys is offered in the form of a free single journey, PayPal, cheque, or Rail Travel Vouchers. Please detail which method of compensation you wish to receive using the text box in the form below.
    • • The levels of compensation described above sets out our general policy regarding compensation but do not in any way limit or exclude your legal rights as a consumer under the Consumer Rights Act 2015 or otherwise.
        
        We offer compensation via:

    Complimentary Grand Central single journey	We will send you a unique Grand Central complimentary ticket. These can be used on any Grand Central service in the class of travel of your original ticket. Tickets are valid for one year from the date of issue. Once issued these are not exchangeable for any other form of compensation.Once you have received your ticket and decided on a day of travel, please contact our Customer Relations team on 0345 603 4852 (option 5) in order to reserve your seat (subject to availability).
    PayPal	Compensation will be paid directly to your PayPal account, which can then be transferred to your bank account. Please ensure that the email address provided in the form is the same as your PayPal account email address
    Cheque	We will send you a cheque by post.
    Rail Travel Vouchers	We will send you vouchers by post, which can be exchanged for rail tickets at any station in Great Britain. Valid for 12 months from the date of issue.
    Credit/Debit Card	We will call you to process payment of compensation to the credit or debit card used to purchase your tickets. If we cannot reach you, we will email you a request to call us.

    • • To process your request, we need information about your tickets. The easiest way to do this is via our online compensation form. Please complete the form within 56 days of the date of the delay. A readable, scanned copy or photograph of your ticket is required to make a claim.
      • Our customer service team will respond as soon as possible and aim to reply within 10 working days. Should you have any difficulties completing the form, please call us on 0345 603 4852.
      • Click here to claim
      • Alternatively, you can download our Compensation claim form and post to us at the address below:
      • Post:
        Customer Relations Manager
        Grand Central Rail
        PO Box 5871
        Sheffield
        S1 9GP
      • Did you buy your ticket from Grand Central?
      • We are only able to view booking details for tickets that have been purchased through the Grand Central website or our telesales team. If you have booked via a third party, you will need to attach a copy of your ticket or booking confirmation in the 'Upload a copy of your ticket(s)' field in the claims form above.
    • View the National Rail Conditions of Travel