How do I get a refund?Follow

Via the app or web:

Go to the "My orders" section of the app or web
Complete the online refund form
When sending a picture of your tickets, please ensure they are cut in half

Via the Virgin Trains Ticketing Support Portal:

Go to the Refund request page
Complete the online refund form
When sending a picture of your tickets, please ensure they are cut in half

By telephone

Between 07:00 & 22:00 you can call us on 0333 111 222

For all of the above you must then:-

Send back your tickets, if this is required, to:

Route 101 Trainline – refunds

The Conifers, Filton Road, Hambrook,

Winterbourne, Bristol BS16 1QG

Your refund will be processed once any tickets have been received in 5-10 days, and your account will be credited minus any administration fee that is due (normally £10 per ticket)

Please note: The booking fee is non-refundable