Refunds

If your train is delayed by 15 minutes or more, get compensation with Delay Repay.

You can claim a refund on the difference between a First and Standard Class ticket online.

To comply with our Credit / Debit card suppliers scheme rules we must follow these rules:

1. Refunds can only be made on the card used for the original sales transaction. Irrespective of whether the original account has been closed or not, or whether the card number has changed, the banks will ensure that the money is returned to the original account holder. If the account has been closed this will normally mean that the bank who operated the card scheme will normally refund the customer in an alternate way. Your bank will be able to help you retrieve previous card details should you need them.
2. Retailers must never make cash or cheque refunds for transactions which have been originally made by Credit / Debit Card.

Refunds

Refunds must be claimed within 28 days of the ticket's expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.

If you have bought your tickets on this website, you can check the terms and conditions of your ticket by logging into My Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

Season Ticket refunds

If you stop travelling and no longer need your Season Ticket, please hand it in at the ticket office where you bought it.

We will calculate any refund due from the date the Season Ticket is handed in. There are a few exceptions. Please ask at the ticket office for more details.

The refund calculation will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket, plus an administration charge.

Season Ticket refunds can take up to 28 days and will be refunded to the method of payment used for original purchase.

If payment was originally made by Company cheque, we will require a letter from that employer confirming they authorise the refund to be paid to the customer directly.

When our train services are disrupted our customers may be entitled to claim Delay Repay compensation.

If you choose not to travel because of disruption on our network then you may hand your ticket in for a refund ( subject to terms and conditions of ticket issue) at your nearest staffed station or by following the procedure for refund set out when you purchased your ticket online.

Where things go wrong on our Greater Anglia network, or where we cause you to change your journey plans, and if you are not happy with the service you had then we want to hear from you. We think that it is important that you have the chance to tell us when things haven't gone smoothly. Give us the chance to put things right. We will make every effort to provide you with answers and where it is appropriate we will provide reasonable compensation. When we look through or hear about a complaint we consider it on it's own merits.

As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive and claims made in a fair manner. This does not limit or exclude rights you may have.

There are many different ways to contact Greater Anglia including accessing our online comments form.

We also have a specific disruption feedback survey for customers who are currently travelling, or have travelled in the last 7 days. This is another way that we are working to drive change, and we would be very pleased to hear your feedback. This survey is not intended to replace our complaint handling process but is another mechanism by which you can tell us what you think. Take our survey now.