If your tickets are unused due to disruption you can apply for a refund. Refund claims should be made within 28 days of the expiry date on the ticket.
If the tickets are unused for any other reason a £10 administration charge will be incurred. Refunds are not available on all tickets, including Advance.
Applying for refunds
For tickets bought at a ticket office, from a conductor, or using a self-service machine you can apply for a refund at any staffed station or write to:
London Midland Refunds
PO Box 4323
For tickets bought online at londonmidland.com complete the refund form, and return to the address immediately below.
London Midland Returns
3 James Chalmers Road
Arbroath Enterprise Park
Kirkton Industrial Estate
For tickets bought over the phone write to:
London Midlands Refunds
PO Box 23972
If you simply want to make the journey on a different date or time, most tickets can be amended before the date of travel, and will incur a £10 administration charge and any difference in fare. Please check the terms and conditions relating to your ticket type as you cannot make changes to some tickets.
In the unlikely event that you purchase a ticket from one of London Midland’s ticket vending machines (TVMs) and then later discover you could have bought a cheaper product for the identical journey, and that information was not available to you at the time of purchase, you may be entitled to a refund to the value of the difference in cost. Please contact our customer relations team at firstname.lastname@example.org to discuss this further.
Season ticket refunds
If you no longer need your season ticket, you can apply for a refund as long as it still has at least 7 days’ validity remaining (or 3 days for a 7 day season ticket). The refund will be calculated from the date of the claim.
Season ticket refunds are not calculated on a pro-rata basis. We will refund the difference between the price you originally paid and the normal cost of daily return travel for the period, to include monthly, weekly and daily tickets as appropriate. Due to the discounted nature of season ticket prices, you may not receive a refund, for example if you have used an annual season ticket for 10 months and 13 days or more.
It may be better for you to change your ticket for a different journey, rather than getting a refund and buying a new ticket depending on your circumstances.
If you’re prevented from using your season ticket due to illness, your refund will be calculated from the date of the claim unless you can provide supporting evidence e.g. a medical certificate. We will not refund your ticket if you use it during or after this period.
Duplicate season tickets are not normally entitled to refunds; please see National Rail Conditions of Travel NRCoT for more information.
Forgotten season tickets
If you forget your season ticket, you will need to buy a daily ticket for your journey. On two occasions within a 12 month period we will refund the cost of these extra tickets, although we will charge and administration fee (currently £10) on the second occasion.
If you are waiting to receive a duplicate season ticket, we will refund the cost of tickets purchased during this period.