Refunding your ticket

If you've booked a ticket that permits a refund, you can request one in your account as described below.

IN THIS ARTICLE

How to refund your ticket

1
If you've booked refundable tickets, you can request one in your account. It only takes a minute and you'll get instant confirmation!
Even if you didn't register for an account when you placed your order, if you sign up with the same email address later you'll find previous orders stored in the new account.
2
Go to Your trips in your account. You'll see a list of your upcoming journeys.

3
Find the order you want to refund and review its fare conditions to see the refund options and applicable fees. Select "Check cancellation options" to specify the changes you want to make and request a refund.

4
Select which journeys and passenger(s) you wish to refund, and select "Calculate refund".
For some tickets, it is only possible to cancel the entire order, i.e. the outbound and return or all passengers. If you want a partial refund which doesn't appear to be available, send us an email at hello@loco2.com and we'll check what's possible.
5
You'll see a breakdown of your ticket price, cancellation fees and refund due. Click "Confirm" to proceed with the refund.

6
Once you confirm your refund, you'll receive an email confirming the details. You'll also see a note alongside the cancelled ticket. Your payment card will be credited immediately and the refund will show in your account within a few days.

If your ticket was delivered by post, or if you have collected it at the station, the rail operator will ask you to post it back to obtain a refund (scans/photos are not accepted). If this applies to you, send us an email at hello@loco2.com for information. This must be done prior to the departure time of the train. 

Claims for non-flexible tickets

Your refund options depend on the fare conditions of the ticket you booked and not all tickets are refundable. As an agent, we are bound by the fare conditions that are set by the rail operator, so in the vast majority of cases, we can only change or cancel your order if the fare conditions permit it.

Under some exceptional circumstances, for example the hospitalisation of a passenger on the date of travel, or death of a close relative, we may be able to obtain a refund on your behalf by submitting a claim. See Submitting a claim for non-flexible tickets for further information.

Still need help? Contact Us Contact Us