How to claim a refund for non-refundable train or bus tickets
If you want to claim back your non-refundable train or bus tickets you may be able to do so in exceptional circumstances. Our Rail Europe customer support team will be happy to assist you in navigating the complexity of each Rail Operator rules and conditions. Please reach out to us via our contact us after reading this article if you require further help.
Each operator has a different policy about what classifies as an "exceptional circumstance", and not all of them will accept this type of refund request. They asses all claims on a case-by-case basis, and may request official paperwork to support your claim.
Please note that submitting a claim is not a guarantee of a refund.
If you have semi- or fully-flexible tickets and want to refund your tickets, please see How to get a refund for a train or bus ticket.
IN THIS ARTICLE
Illness
Most operators will only offer a refund for non-flexible tickets if one of the passengers has a serious illness or injury, for which they are hospitalised on the day of travel. Being ill and choosing not to travel, even with a doctor's note, isn't usually enough.
Documents you will need to submit a claim:
- Letter from a hospital, showing date of admission. Letters from GP's/doctors are not accepted.
- Your original tickets, which you may need to return by post.
- Rail operator claim form. We will advise you if this is necessary.
Expected compensation
Though it's the operator's decision, a refund for illness is typically 50% of the original ticket value.
Bereavement
Compensation is usually only awarded when the death of a husband/wife, child, parent or grandparent results in the traveller attending a funeral during the time of the travel.
We would like to add that approving or denying the refund, in case of bereavement of the relative or even the passenger, depends on the railway's discretion.
Documents you will need to submit a claim
- A copy of the relevant death certificate.
- Your original tickets. You may need to send your tickets to us by post.
- Rail operator specific claim form. We will advise you if this is necessary.
Expected compensation
Though it's the operator's decision, approved refunds for bereavement are typically 50-100% of the original ticket value.
Cancellations and delays
If your train is cancelled or delayed and you wish to seek compensation, please refer to the following help document: How to claim compensation for a cancelled or delayed train or bus.
