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The rail industry has introduced a temporary amendment to Advance ticket terms & conditions to help customers gain confidence travelling by rail again.

From Monday 21 June 2021 until December 2021, you can request a fee-free change of journey on an Advance ticket. You will still be required to pay any fare difference, and changes must be made by 6pm the day before travel; original origin and destination must remain the same, but you are permitted to change the date and time to travel on another service or day. 

If you have an online account with us, you can log in and amend the date and time on your Advance ticket.

Alternatively, if you have printed your Advance ticket, you can take this to your local Southeastern ticket office, and our staff will amend this for you.

The rail industry has introduced a temporary amendment to Advance ticket terms & conditions to help customers gain confidence travelling by rail again. From Monday 21 June 2021 until December 2021, Advance tickets can be surrendered back to the original retailer for an eVoucher, for use purchasing a future ticket. Vouchers are valid for 12 months from the date of issue. 

To apply for a voucher exchange on your Advance Ticket, please visit our contact us page and fill out the online form, attaching either a copy of your printed Advance Ticket, or if you haven’t printed your ticket, please include your order reference number.

Requests must be made, and can only be accepted, by 6pm the day before travel.

Please read each numbered explanation and follow the steps in the explanation that best relates to you. 

  1. If today’s date is before the travel date on your ticket(s) and you haven’t yet printed your ticket(s), you can process your own refund online. Simply log into your online account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund.
  2. If today's date is no more than 28 days after the expiry date of your ticket(s) and you haven't yet printed your ticket(s), you need to fill out one of our refund forms. Please include your order or booking reference number, when filling out the refund form. Please note, there will be a £10 admin fee.
  3. If today’s date is before the travel date on your ticket(s) and you have printed your ticket(s), you need to fill out one of our refund forms. Please send us the ticket(s) you wish to have refunded with the refund form. Our postal address to send the refund form to is on the bottom right corner of the refund form itself. 
  4. If today’s date is no more than 28 days after the expiry date of your ticket(s) and you have printed your ticket(s), you need to fill out one of our refund forms. Please send us the ticket(s) you wish to have refunded with the refund form. Our postal address to send the refund form to is on the bottom right corner of the refund form itself. Please note, there will be a £10 admin fee. 
  5. If today’s date is more than 28 days after the expiry date of your ticket, you are not entitled to a refund.
  6. If your ticket is an Advance Ticket, these are non-refundable. 
 

Please read each numbered explanation and follow the steps in the explanation that best relates to you. 

  1. If today’s date is before the travel date on your ticket(s), please go back to your local Southeastern station to apply for a refund. 
  2. If today’s date is no more than 28 days after the expiry date of your ticket(s) and you have printed your ticket(s), please go back to your local Southeastern station to apply for a refund. Please note, there will be a £10 admin fee. 
  3. If today’s date is more than 28 days after the expiry date of  your ticket, you are not entitled to a refund. 
  4. If your ticket is an Advance Ticket, these are non-refundable.

To check your station’s ticket office opening times, please visit our station information page.

 

Please read each numbered explanation and follow the steps in the explanation that best relates to you.

  1. If today’s date is before the travel date on your ticket(s), please go back to your local Southeastern station to apply for a refund. 
  2. If today’s date is no more than 28 days after the expiry date of your ticket(s) and you have printed your ticket(s), please go back to your local Southeastern station to apply for a refund. Please note, there will be a £10 admin fee. 
  3. If today’s date is more than 28 days after the expiry date of your ticket, you are not entitled to a refund. 

To check your station’s ticket office opening times, please visit our station information page.

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