Advance tickets
Advance tickets are non-refundable, unless the service they were valid for is cancelled, disrupted or amended and, as a result, you choose not to travel, you can receive a full refund from your point of purchase.
Alternatively you can download our form from here - if not working see bottom of document
Purchases via Grand Central, you will need to provide your booking reference number (beginning B-GRANDCNTRL or MOTO) and a photograph of your tickets cut or torn in half to demonstrate they are invalid.
Amending your journey - If you purchased your tickets from Grand Central directly, please purchase the new journey you want to take either through the Grand Central Website or App before emailing both booking references to refunds@grandcentralrail.com. You can also call our Telesales team on 0345 603 4852 (option 4, then option 2). The ticket type and operator must remain the same to be eligible for an amendment and is subject to a £10.00 admin fee per ticket, per person.
Anytime, Off-Peak or Super Off-Peak tickets
If you have purchased an Off-peak or Anytime ticket from grandcentralrail.com, you can refund your tickets without an admin fee via My Account (not available for e-tickets); by contacting our Refunds team via email at refunds@grandcentralrail.com, attaching your booking reference number (begining B-GRANDCNTRL or MOTO) and a scanned copy of your tickets.
Please make sure that your address is included in your e-mail when applying for a refund or compensation.
If you bought your tickets from the Grand Central website, please follow the instructions above to process a refund. Alternatively send your original tickets to:
Grand Central Refunds
PO Box 6625
Arbroath
DD11 3RQ
You can also send a photograph of your tickets cut or torn in half to refunds@grandcentralrail.com.
Ticket refunds are subject to a 28 day time limit from date of travel.
We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.
If you have not received it after 10 working days, please contact the booking support team on option 3, then 2 using the above number.
Please note the standard admin fee of £10 will be charged.