Coronavirus (COVID-19) travel information: updates, disruptions and refund policies
Frequent asked questions:
1. How to refund my ticket?

Advance ticket: the cheapest fare, is non-refundable.

Off-peak or Anytime tickets are refundable, subject to a standard £10 charge per person, per ticket. You can get a refund up to 28 days from the expiry date on your Off-peak or Anytime ticket. Please follow the instructions:

  • Step 1: Open the app and click "My Tickets".
  • Step 2: Click the ticket that you want to change.
  • Step 3: Scroll down to the bottom of the "Tickets Information" page and you will find the "Refund" button.
  • Step 4: Click the refund button.

If you have printed the tickets, please mail them to the following address:

  • Addressee: Train service team
  • Address: Trip.com, First Floor, one Lochrin Square, 92 fountain bridge, Edinburgh, United Kingdom
  • Post Code: EH3 9QA
  • Please also attach your booking reference.
2. How to change my ticket?

For Advance ticket:

  • - Advance fares are valid only on the date and train shown on the ticket and seat reservation and are non-refundable.
  • - Changes to time or date of travel must be arranged before departure of the first reserved train printed on the ticket, after which the ticket has no value and a new one must be purchased. You will need to present the ticket(s) and reservation(s) when you request a change.
  • - The origin, destination and Train Company or route shown on the ticket(s) must remain the same.
  • - Changes to tickets cannot be made on-board the train. If you board a train without a ticket and reservation for that service, a new ticket must be purchased. Depending on the Train Company you are travelling with, you may be liable to a Penalty Fare if you board the train with an invalid ticket.
  • - The difference between the price paid and cost of the next suitable fare for your journey is payable, plus an administration fee of up to £10 per person, per single ticket for each change to a journey. If you change to a train on which a cheaper fare is available, the difference will not be refunded.
  • - If you decide to change your ticket, please contact our customer service by en_trainpal@trip.com or call us on +44 0203 985 6088.

For Off-Peak or Anytime ticket:

Please refund your original tickets first and then buy new tickets. There is a standard £10 charge per person, per single ticket for each change to a journey. Please follow the refund instructions:

  • Step 1: Open the app and click "My Tickets".
  • Step 2: Click the ticket that you want to change.
  • Step 3: Scroll down to the bottom of the "Tickets Information" page and you will find the "Refund" button.
  • Step 4: Click the refund button.

If you have printed the tickets, please mail them to the following address:

  • Addressee: Train service team
  • Address: Trip.com, First Floor, one Lochrin Square, 92 fountain bridge, Edinburgh, United Kingdom
  • Post Code: EH3 9QA
  • Please also attach your booking reference.
3. Train delayed or canceled?

If your journey is delayed by more than 30 minutes, you should claim directly with the train company concerned. Compensation may not be paid in the following situation:

  • - The disruption was notified in advance.
  • - An emergency timetable was in operation.
  • - The delay factors are out of the rail industry's control.

If the train is cancelled, you may apply for a full refund but this is judged by Train Operator.

If you have any further questions, please contact our customer service by en_trainpal@trip.com.

4. Can I upgrade my ticket to first class?

Yes. You can upgrade your ticket to First Class at any time before you board the train.

As a general rule, the fare to pay will be the cost of the ticket, or tickets, for the journey you wish to make, minus the value of the ticket you hold.

Please be aware that buying a ticket on the train when you had the opportunity to buy beforehand may leave you liable to a Penalty Fare.

5. How to collect tickets?

You can collect tickets from ANY valid ticket machines in UK. Please follow the instructions:

  • Step 1: Tap 'Collect Pre-Paid Tickets' at the ticket machine.
  • Step 2: Insert the payment card you used to purchaseyour tickets (Your card will not be charged).
  • Step 3: Please enter your Booking Reference (shown in 'My Tickets' or confirmation email after you have bought your tickets).
  • Step 4: Tap 'Print' on the screen and wait for your tickets to be printed.

Important tips:

- If you have any problems collecting your tickets from the self-service ticket machine, please go immediately to the local station booking office.

- If the station is unattended, please call our customer services team on +44 0203 985 6088, before your train departs.

Please note, calls to the above number is 7*24h FREE of charge.

If you still feel confused, please do not hesitate to contact us. We will always there to help you.


Email: en_trainpal@trip.com

Call: +44 0203 985 6088 (7*24h FREE of charge)

Addressee: Train service team

Address: Trip.com, First Floor, one Lochrin Square, 92 fountain bridge, Edinburgh, EH3 9QA, United Kingdom