Refunds

You can apply for a refund if the following occurs:

Cancelled or delayed trains

You can apply for a refund on an unused ticket if your train is cancelled or delayed. If you decide not to travel because your train is delayed or cancelled and return your unused ticket to any ticket office at that time, you will receive a full refund.

Please note Advance tickets are non-refundable.

Non-completion of journey

If you decide not to make all or part of your intended journey for any other reason, return your whole ticket within 28 days of the ticket’s expiry date to the ticket office and depending on the type of ticket you have, you will receive a refund less our administrative fee. The amount of the refund will reflect any use you have made of the ticket. In some cases, a refund may not be due. For example, tickets advertised as ‘no change, no refund’ fall into this category, as well as some advance tickets.

If you wish to apply for a refund you need to print out our form. When you have completed it, please take the form back to where you bought your ticket within 28 days of the ticket’s expiry date. Alternatively, if you have booked your ticket online at nationalexpresseastcoast.com you can apply for a refund by visiting 'Your Account' after you have signed in. 

Exceptions

We do not normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.

We do not accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection, or closure of the railway.

You can download the full National Express East Coast Passenger's Charter here or collect from any staffed station at which National Express East Coast trains stop.