Great Western Coffee Shop

Reversal of relaxation of National Rail Conditions of Travel

During the pandemic train companies worked with the government to introduce temporary changes to refund policies, so that passengers weren't left out of pocket by the unprecedented challenges presented by lockdown. As services continue to be uplifted and restrictions ease, those temporary changes are no longer needed and will revert back to their original terms and conditions on the 7th September 2020.

If you're considering claiming a refund on your season ticket, please be aware that after 6 September we will no longer be able to back date this by up to 56 days and refunds will revert to our usual terms and conditions.

Overview of the changes:

Refunds: Customers were given an extended period of 56 days from the original date of travel to apply for a refund for unused train tickets. From the 7th of September the refund application period will revert to the original 28 days.
 
Backdating: Season tickets can only be backdated if a person has proof of an illness which prevented them from using their ticket.
 
Admin fees: Off-peak, Super Off-peak, Anytime and unused packs of Carnet tickets had the refund administration fee waived. From the start of 7th September the usual refund fee of £5 will be applied for applications made on or after the original booked day of travel. The administration fee for valid season ticket refund applications remains at £10.
We cannot process refunds for tickets bought from other retailers or operators. Please contact your original ticket retailer for refund assistance if you did not buy your ticket from Chiltern Railways.