Watchdog urges passengers to claim refunds now for Christmas train tickets to avoid missing out

14 January 2021

London TravelWatch is reminding passengers to claim now for train tickets they were unable to use over the Christmas period because of changing travel advice issued by the Government in mid-December.

London TravelWatch Director, Emma Gibson commented: ‘Many people may have booked train tickets to see friends and family when the Government initially announced a relaxation of the Covid-rules for a five-day window around Christmas at the end of November. But when the advice changed in the run up to the festive break, a large number of passengers will have been left with tickets they were unable to use. We encourage all those affected not to wait, and to claim what they are entitled to now, before the refund window closes, which is typically about 28 days from the date of your outbound ticket.’

Emma Gibson continued: ‘The rules about when you can claim a cash refund or instead have to rebook or apply for vouchers are  complicated so it is important that passengers contact the train company or online retailer* they bought their ticket from as soon as possible if they think they are entitled to a refund so that  they don’t miss out.’

Passengers wouldn’t usually be entitled to a refund for an ‘Advance’ ticket but a Government  announcement on 21 December said that If you bought an Advance ticket between 24 November and 19 December for travel between 23-27 December you can have your money back.

The National Rail Enquiries website also contains useful details about ticket refunds, including information for those whose travel plans changed as result of the current lockdown.



Further information

  • London TravelWatch is the operating name for the London Transport Users Committee. We are the official watchdog representing the interests of transport users in and around London, and independent of the transport operators and government. London TravelWatch is sponsored and funded by the London Assembly, part of the Greater London Authority.
  • *This might include websites such as RailEasy, The Trainline or Red Spotted Hanky
  • For more information, please contact the London TravelWatch press office on 07734 055494.
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