How can I get a refund for my rail tickets?

If you have collected your paper tickets or have booked a mobile ticket and decide not to use one of these tickets, a refund request must be submitted by 23:59 on the day before the ticket becomes valid. After this time, refunds will only be available if your train is delayed, cancelled or rescheduled and you choose not to travel as a result or due to exceptional circumstances.

The Rail Delivery Group (RDG) has ended the practice of accepting refund claims up to 28 days after the date of travel. For further details, please click here.

Advance tickets and Season tickets are not affected, as they operate under separate refund rules.

For bookings made through Inntel, if a paper ticket has not been collected, we are still able to request a refund for uncollected paper tickets for 28 days after the journey should have taken place. Please contact the Inntel team as soon as possible to request a refund if you have not collected your paper tickets and you have not travelled. To retain this flexibility, we recommend travellers collect tickets as close to departure as possible.

Please note: mobile tickets are automatically classed as collected as soon as they are issued.

If you are unsure whether you can request a refund, please contact the Inntel Team for advice.

You may be able to get a refund or compensation if your train was delayed, cancelled, or rescheduled:

Refunds and compensation will depend on:

- the train company you traveled with;

- the type of ticket you had; and

- how long you were delayed.

Requesting a refund if your train was cancelled, delayed or rescheduled

• If you booked mobile tickets: please email traveldesk@inntel.co.uk to request a refund and include your Inntel reference.
• If you booked paper tickets but have not collected them: please email traveldesk@inntel.co.uk to request a refund and include your Inntel reference.
• If you booked and collected paper tickets: you can request a refund via Inntel by following the steps below. Please be aware that your refund may be rejected if these steps are not followed.

1. Cut your tickets cleanly in half with scissors from top to bottom.
2. Take a photograph of the ticket on a plain background with the two pieces of the ticket clearly apart.
3. Please ensure the details on both halves of the ticket are readable.
4. It is only necessary to send an image of your actual travel ticket(s), we do not need to see your seat reservation or collection receipt coupons.
5. Email the image to traveldesk@inntel.co.uk and don’t forget to include the Inntel reference.

Claiming compensation if your train was delayed

You can claim compensation for delayed journeys via Delay Repay. You'll need to claim this direct from the train company. 

The Delay Repay scheme pays back compensation to the passenger affected, so Inntel are unable to claim this for you. 

Mobile Tickets
If you have a mobile ticket, the rail company may require a copy of this. Please note the following:

• A screenshot of your mobile ticket is usually sufficient for claiming delay repay.
• If you need to provide a reference number, this is the UTN shown on your booking record in LOGiC.
• Please note that the tickets will be available on the app for 30 days after the expiry date. After this time, it is not possible to retrieve them. We advise taking screenshots of your tickets as soon as possible after you are delayed to ensure you are able to submit your claim.

For more information on how to claim, visit https://www.nationalrail.co.uk/209242.aspx