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.
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.
How to request a refund
Tell us where you got your ticket from, and we'll show you how to get a refund.
On strike days, the rules are a bit different. Make sure to check our strike page to find out how to get a refund.
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