Can I get a refund?
- Didn't travel or finish your journey? You can apply for a refund.
- Completed your journey? You can get delay repay compensation if your train was delayed by 15 minutes or more.
How to request a refund
Tell us where you got your ticket from, and we'll show you how to get a refund.
You have up to 28 days after the last valid day of your ticket to apply for a refund. So, there’s plenty of time! Just keep in mind that there’s a maximum admin fee of £5 per ticket (£10 for seasons) that may be deducted from the final amount.
It’s best to use digital tickets where you can. If your ticket is due for collection at a station/ticket machine, you'll need to collect it and send it to us as part of your claim.
Do you have an account?
- Refund your tickets online
- Refund your Smartcard & Season tickets online
- To complete the Smartcard refund process, we'll need to read your Smartcard after you request a refund. You can do this by connecting your smartcard with our app (go to My Tickets) or visit one of our stations. At the station, please wait a minimum of 2 hours and then tap your Smartcard onto the yellow ticket gate reader, platform validator or on a ticket machine by following the screen options.
- On the app, go to My tickets and tap the ticket you want to refund.
Checked out as a guest?
- Call our Web Support Team on 0345 600 7245 (option 3). Lines are open 08:00-17:00.
Need help?
You’ll need to go back to your place of purchase to claim a refund.
Bring your ticket with you to our station ticket offices. If you’re not able to you can return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.
Post to this address (this is all you need to write on the envelope):
Freepost GREATER ANGLIA REFUNDS
If you booked with our telesales team, return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.
Post to:
Greater Anglia
PO Box 23972
Edinburgh EH3 5DA
Special tickets
Return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.
Post to:
Greater Anglia
PO Box 23972
Edinburgh EH3 5DA
These are sold buy our Business travel team.
Return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.
Post to:
Refunds Department
The Hub
Colchester North Railway Station
North Station Road
Colchester
Essex
CO1 1JS