When may I claim a refund?

You may request a refund for any unused ticket where the terms and conditions of that ticket type allow for a refund. Requesting a refund is the same as cancelling your tickets and is the best option for you if you are no longer going to travel. If you still wish to travel but need to change the dates or times of your journey then visit our 'Changing Your Ticket' page for more information. Please note that print-your-own and E-Tickets are non-refundable.

If you decide not to use your ticket to make all or part of your intended journey then you may be eligible for a refund. To obtain a refund all tickets must be returned to the place of purchase.

Advance tickets cannot usually be refunded. They may be modified, however an administration fee of £10 will be charged.

If you have purchased an Off-peak or Anytime e-ticket from grandcentralrail.com and not activated it, you can obtain your refund automatically by logging into My Account and selecting the ticket you wish to refund.

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 login to your account to process a refund - please note an admin fee will be charged that will be detailed in the process. Or alternatively send your original tickets to:

Grand Central Refunds
PO Box 6625
Arbroath
DD11 3RQ

Tickets must be returned within 28 days of their expiry date or you may be required to pay an administration fee. 

We would recommend you send the tickets recorded delivery, this is because we do not accept liability for lost or damaged tickets.

What if I have purchased tickets to be collected at a Self Service Ticket Machine? (For Anytime, Off-Peak and Super Off-Peak)

Request a refund by logging into My Account, click on 'Order Status and Refund Applications' and follow the simple instruction provided. If you have already collected the ticket(s) they will need to be returned to the postal address provided above.

If you have not collected the ticket(s), requesting the refund online is all we require to initiate the process.

What if I purchased the tickets over the phone? (For Anytime, Off-Peak and Super Off-Peak)

These tickets are not stored in your online account so please phone our Booking Support team on 0345 603 4852 to request your refund.  Upon confirming your request, you will send your tickets to the same refund address listed above.