1. How to refund my ticket?

2. How to change my ticket?

3. Train delayed or cancelled?

4. Can I upgrade my ticket to first class?

5. How to collect tickets on a self-service ticket machine?

1. How to refund my ticket?

Advance ticket, the cheapest fare, is not refundable.

Off-peak and Anytime tickets are refundable, subject to a standard £10 charge per ticket. You can get a refund up to 28 days from the expiry date on your Off-peak or Anytime ticket. Go to "My Tickets" and find the ticket you want to refund, tap the "Refund" button and it will be processed automatically.

2. How to change my ticket?

Advance ticket: you can only change time/date and the routine must stay the same. Changes can only be made before the departure of your original train. There is a standard £10 charge per ticket. If you decide to change your ticket, please contact our customer service by en_trainpal@trip.com.

Off-Peak and Anytime tickets: refund your original tickets first and then buy new tickets. There is a standard £10 charge per ticket.

3. Train delayed or cancelled?

If your journey is delayed by more than 30 minutes, you should claim directly with the train company concerned. Compensation may bot 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 indurstry'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. We recommend doing it at the station or asking stuff on the train.

5. How to collect tickets on a self-service ticket machine?

Step 1: Tap 'Collect Tickets' at the ticket machine.

Step 2: Insert your bank card used to pay the tickets.

Step 3: Type in your collection reference.

Step 4: Wait for your tickets.