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Applying for a refund

If you bought a ticket from a Southeastern station, via our website or Southeastern app and you decide not to travel, please see below.
We cannot process refunds for tickets bought from other retailers or operators. Please contact your original ticket retailer for refund assistance.

Book with confidence

Under normal circumstances we charge an admin fee when you make a change to your Advance ticket journey, or request a refund. However given the current situation, we have introduced the following temporary changes: 

From Monday 21 June 2021 until December 2021 you can make the following changes to your Advance ticket with no admin fee –

  • Exchange Advance ticket for an eVoucher 
  • Request a change of journey on an Advance ticket

Further details can be found in the FAQs below.


How to obtain a refund

Tickets bought online

  • If you purchased your tickets from Southeastern’s website, you can use our self-service refund facility (except for Advance tickets and daily tickets which have passed their date of travel). If you have an account, please log in, navigate to My Account, then Manage my tickets/refunds to apply.
  • If you bought your ticket as a guest or your ticket has passed its date of travel, please contact us here.
  • If you have the Key, and are unable to or can't log into your account, and/or use the self-service refund facility, please complete our online Key refund form

Tickets bought at a station

  • If you purchased your paper Season ticket (weekly or longer) from a Southeastern station, you can return this to any Southeastern ticket office for a refund or apply here. Alternatively send your Season ticket to Southeastern Customer Services at:
    PO Box 10422,
    Ashby-de-la-Zouch,
    LE65 9EL
    We recommend you send this by recorded delivery. 
  • If you purchased a paper daily ticket from a Southeastern ticket office, you can return this to any Southeastern ticket office for a refund. Alternatively send your ticket to Southeastern Customer Services at:
    PO Box 10422,
    Ashby-de-la-Zouch,
    LE65 9EL
  • If you purchased a ticket onto your Key smartcard from a Southeastern station, you can return this to any Southeastern ticket office for a refund or you can apply here.  


Refunds on Season tickets

Flexi Season ticket refunds

You can get a refund on a Flexi Season ticket if you apply before the end of the 28 day validity period, and you still have two unused passes or more left. A £10 admin fee will apply. 
Find out more by visiting our Flexi Season ticket refund FAQs.

Season tickets that haven't started yet:

Tickets purchased from Southeastern which have not started yet can be refunded in full minus a £10 admin fee.

Season tickets which have passed their start date: 

If you bought your Season ticket directly from us, we can generally give you a refund if there is:

  • Weekly Season ticket – 3 days or more left
  • Monthly Season ticket – 7 days or more left
  • Annual Season ticket – 49 days or more left

Please note a £10 admin fee is charged.

Refunds on all Season tickets are calculated from the first date of travel to the surrender date (when the Season ticket is returned). 

The refund amount will be the difference between what you originally paid and what you would have paid for a Season ticket (or combination of tickets) covering that period. Refunds are not calculated on a pro-rata basis.

We do not provide a Season ticket suspension service.

Season ticket refund calculator

If you'd like an estimate of what refund you might get, please use the Season ticket refund calculator below. The exact amount may vary depending on the final validation of the refund application.

 

Sickness refund

If you have been unwell for four or more consecutive weeks, you can apply for a part-refund on your Season ticket. To claim a Sickness refund please send a copy of your Season ticket, along with copies of your medical certificates and provide the dates you were unable to use your ticket to our Customer Services team.

First Class refunds

If you hold a First Class ticket you can claim a refund on the First Class portion of your ticket for the following reasons:

  • There is no First Class seating on your train
  • First Class has been declassified – this is when the train is exceptionally busy, and the conductor advises standing passengers to use spare seats in First Class

To apply, simply contact our Customer Services team within 28 days of your journey. Please provide details of the journey you're claiming for along with a copy of your ticket.

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.

You can apply for a refund:

  • Before the date and time your ticket is for
  • Up to 28 days after your ticket has expired 

If you apply for a refund on an unused Anytime or Off peak ticket before the ticket is valid for travel, or on the day, at the ticket office where the ticket was bought, within an hour of purchase, we will give you a refund and won’t charge you any administration fee. 

The expiry date depends on the terms and conditions for that ticket.

If you apply for a refund after your daily ticket has expired, we’ll charge a £10 admin fee. 
An admin fee of £10 is also charged for all season ticket refunds. 

Refunds for Intermediate sickness and First class declassification can be applied for by contacting Customer Services

If you apply for a refund from Monday 8 June onwards, your request will be processed and paid within 28 days (in line with the National Rail Conditions of Travel) 

Tickets that haven't started yet:

  • Tickets purchased from Southeastern which have not started yet can be refunded in full.
  • Southeastern will not charge an admin fee for these refunds.
  • If you purchased your ticket from the Southeastern website and you have not printed your ticket or have a smart ticket on The Key, log in to your online account and visit the 'Manage your ticket/refund' section.
  • If you purchased your ticket from the Southeastern website and you have printed your ticket, or if you have purchased your ticket from a station, please follow the instructions on the paper ticket refunds page.
  • If you purchased your smart ticket on The Key from a Southeastern station please complete this form.

Refunds for tickets purchased from other retailers (for example Trainline) need to obtained from the original retailer. 

If you have any additional refund queries please contact our Customer Services team

Refunds for parking season tickets are available, subject to an admin fee of £10. 

Refunds are calculated based on the equivalent products that would have been purchased over the same period being deducted from the price of the permit. 

To apply for a refund please go to the APCOA website.  

After careful consideration, our industry partners have confirmed Railcard terms & conditions will not change.

Railcards are non-refundable and cannot be extended.

I forgot my railcard

If you have forgotten to travel with your railcard and were unable to get the discount on your ticket, then you can apply for a refund. Please send copies of your rail tickets and your railcard to our Customer Services team and they will be able to help you. You can provide all this information here or write to us:
 
Southeastern Customer Services
PO Box 10422
Ashby-de-la-Zouch
LE65 9EL

For passengers who were issued with Rail Travel vouchers, but unable to make use of them during the government's recent "stay at home" advice, it has been agreed that the vouchers expiry can be extended. 

Please see the table below to show the extension dates to Rail travel vouchers issued between 21st October 2019 to 1st July 2020 - 

Original Issue Date Original Expiry Date  Extended Expiry Date 
 21 - 31 Oct 2019  20 - 30 Oct 2020  20 - 30 Apr 2021
 1 - 30 Nov 2019  31 Oct - 29 Nov 2020  30 Apr - 29 May 2021
 1 - 31 Dec 2019  30 Nov - 30 Dec 2020  30 May - 30 Jun 2021
 1 - 31 Jan 2020  31 Dec 2020 - 30 Jan 2021  30 Jun - 30 Jul 2021
 1 - 29 Feb 2020  31 Jan - 28 Feb 2021  31 July - 28 Aug 2021
 1 - 31 Mar 2020  28 Feb - 30 Mar 2021  28 Aug - 30 Sep 2021
 1 - 30 Apr 2020  31 Mar - 29 Apr 2021  30 Sep - 29 Oct 2021
 1 - 31 May 2020  30 Apr - 30 May 2021  30 Oct - 30 Nov 2021
 1 - 30 Jun 2020  31 May - 29 Jun 2021  30 Nov - 29 Dec 2021
 1 Jul 2020  30 Jun 2021  30 Dec 2021

It’s nice and easy as you can process your refund yourself. Just log into your accountclick on ‘Manage my tickets / refund’, and follow the steps. 

The refund will then be paid back to the method of payment you used to purchase your ticket with. 

Please apply for a refund using our online refund form.   

Please go back to one of our Southeastern stations to apply for a refund. 

Please go back to one of our Southeastern stations to apply for a refund. 

If your ticket hasn’t been printed yet, you can apply for a refund by logging into your account under manage my tickets / refunds, where you will be able to process a refund yourself. 

If you have printed your tickets please apply for a refund by downloading the refund form. Complete it and send it with the ticket you want refunded and any other travel documents like a copy of your booking confirmation to:

Southeastern Online Refunds
Freepost RTSK-BXJE-CCHL
ASHBY DE LA ZOUCH
LE65 9EL

We recommend you send your Season Ticket by special or recorded delivery. 

Please note a £10 admin fee is charged for all season ticket refunds. 

 If you bought your Season Ticket directly from us, we can generally give you a refund if there is:

  • For an annual Season Ticket, there may not be any monetary value left in an if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it.
  • Seven days (or more) left on a Season Ticket valid between one and ten months
  • Three days (or more) left on a weekly Season Ticket

You can apply for a part-refund on your season ticket by surrendering its remaining validity and please note a £10 admin fee is charged for all season ticket refunds. 

Refunds are made in the same way you paid.  We can only arrange refunds on tickets that were originally bought from a Southeastern outlet. If you bought it somewhere else, then you should go directly to the supplier for the refund.

If you purchased your season ticket from a Southeastern ticket office or ticket vending machine, you can apply for a refund at any Southeastern ticket office. 

If you purchased your paper season ticket via our website, please return the ticket to our Customer Service Team at:

Southeastern Online Refunds
Freepost RTSK-BXJE-CCHL
ASHBY DE LA ZOUCH
LE65 9EL

Refunds are calculated from the first to the last date of travel and is the difference between what you originally paid and what you would have paid for a Season Ticket (or combination of tickets) covering that period. Refunds are NOT calculated on a pro rata basis.

So you won’t get a complete refund for the period of time left on your ticket. To explain, an annual season ticket gives 52 weeks’ worth of travel for the cost of 40,  so refunds are calculated on the basis of what you paid rather than period left on the ticket.   To find out what your refund might be please visit the National Rail Enquiries Season ticket calculator

We can’t give you a refund if you don’t use your Season Ticket for a period of time then start using it again, unless you have been ill. 

Unable to travel due to illness

We’ll consider a refund if you’ve been unable to travel due to illness for a minimum of four continuous unbroken weeks. We’ll calculate your refund by multiplying half the weekly Season Ticket cost by the number of weeks you were unable to travel – known as an intermediate period of sickness.

An intermediate period of sickness can be refunded if it started after your Season Ticket began and ended before your Season Ticket expired. During this time you need to keep hold of your ticket. To claim a sickness refund please send a copy of your ticket and copies of your medical certificate to our Customer Services team

If you know you won’t need your Season Ticket again, we can give you a refund on the length of time remaining. 

Please contact your bank/card provider who’ll be able to arrange a chargeback. We’ll then work with your provider to reverse the transaction. Alternatively, please contact us providing the following information:

  • Authorisation/Transaction number (Available from Card Provider/Bank)
  • Copy of your bank statement showing the transaction
  • Time, Date and Location of Ticket Purchase

Please contact your card bank/card provider who’ll be able to arrange a chargeback. We’ll then work with your provider to reverse the transaction. Alternatively, please contact us providing the following information:

  • Authorisation/Transaction number (Available from Card Provider/Bank)
  • Copy of your bank statement showing the transaction
  • Time, Date and Location of Ticket Purchase
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