Refunds

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 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 - 

It’s nice and easy as you can process your refund yourself. Just log into your account, click 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.   

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

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