Coronavirus (COVID-19) refund advice


Our Customer Contact Centre has now re-opened. To contact to us, please go to

Applying for a ticket refund

If you require a refund, please complete the application form at the bottom of this page. You can get an estimate of the refund you will receive by using the season ticket refund calculator on the National Rail Enquires website. For information about Railcards, please go to

Tickets received for refund that were purchased before 23:59 on 6 September can be backdated no more than 56 days - as long as they have not been used in the 56 day period. Special conditions exist for Advance tickets - you'll find more details below.

If you purchased your ticket from:

A South Western Railway station
Our website
Another train company, a travel agent or other source (such as Trainline)
Transport for London
Our call centre

Refund policy

We've made changes to refund eligibility because of the Coronavirus outbreak, in addition to our normal refund conditions the following special arrangements will apply if you decide not to travel.

Anytime, Off-Peak, and Super Off-Peak tickets
Advance tickets
Season tickets (including smartcards)
Car park season tickets

Advance tickets relaxation in local lockdown situations - FAQs

In what circumstances are vouchers available?
How do I claim a refund?
Where can I use my voucher?
Can I get a voucher from Trainline/other independent retailers?
Why are admin fees still being charged for flexible tickets?
Why are you only offering vouchers rather than cash refunds for Advance tickets that can’t be used?
Why did you deny my previous request for a refund/free change of journey/voucher?
How long will these temporary arrangements be in place for?
I paid to change my Advance journey before the government’s announcement – what are my options?

Refund form

If you are requesting a refund on your season ticket, please confirm the date you last used your ticket in 'Additional Comments'.

If you are having issues submitting the form please press the Ctrl and F5 keys and resubmit your form. If using a mobile device you might need to clear your browser history and website data then resubmit your form.

Coronavirus travel information

Read the latest travel and ticket information. 

Find out more
First Name *
Last Name *
Address 1 *
Address 2
Address 3
Town or City *
Post Code *
Email Address *
Phone Number
Ticket Cost *
e.g. 123.00 A £ symbol is not required
Photocard Number
Upload image(s) of your ticket(s) to support your refund
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Additional Comments