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Last updated: 12:22

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

Until 30th September 2022, 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 'Book with Confidence' amendment to Advance ticket terms & conditions to help customers gain confidence travelling by rail again. Until 30th September 2022, 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 your voucher exchange, If your ticket was purchased online and hasn’t been printed/collected, please visit our contact us page and fill out the online form, quoting your order reference number. 

If your ticket was purchased online or at a station and it has been printed, we would ask that you post them to our Customer Services team at the address below:

PO Box 10422,
Ashby-de-la-Zouch,
LE65 9EL

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

Off-peak tickets are non-amendable. If you'd like to make changes to your journey, you'd need to purchase new tickets and apply for a refund on the original. You have a period of 28 days after the date of travel to apply for any refund.

If you purchased your original ticket online, it has not been printed and you would like to apply for a refund, please sign into your online account, go to 'my bookings', view the booking in question and follow the refund procedure from there. 

If your ticket was purchased online or at a station and it has been printed, we would ask that you post them to our Customer Services team at the address below:

PO Box 10422,
Ashby-de-la-Zouch,
LE65 9EL

If the refund is requested before the date of travel printed on the ticket, Southeastern will refund in full and no admin fees apply. If the refund is requested after the date of travel printed on the ticket, a £10 admin fee applies.

Super Off-Peak tickets are non-amendable. If you'd like to make changes to your journey, you'd need to purchase new tickets and apply for a refund on the original. You have a period of 28 days after the date of travel to apply for any refund.

If you purchased your original ticket online, it has not been printed and you would like to apply for a refund, please sign into your online account, go to 'my bookings', view the booking in question and follow the refund procedure from there. 

If your ticket was purchased online or at a station and it has been printed, we would ask that you post them to our Customer Services team at the address below:

PO Box 10422,
Ashby-de-la-Zouch,
LE65 9EL

If the refund is requested before the date of travel printed on the ticket, Southeastern will refund in full and no admin fees apply. If the refund is requested after the date of travel printed on the ticket, a £10 admin fee applies.

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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