For travel within 48 hours:
- Cancel your existing exchange request in the app Cancel Exchange Request
- Book your new journey (must use same start/end stations)
- Request a refund for your original ticket at seatfrog-refunds.fastrailticketing.com
- Select "Change of Journey" as reason
- Book at least 15 minutes before original departure
Making Changes
Flexible tickets, such as Off-Peak, Super Off-Peak and Anytime tickets aren't able to be changed. But can be cancelled and refunded allowing you to cancel your original booking and make a new one instead.
Advance tickets cannot be cancelled but can be exchanged. Changes can only be made to a different time or date of travel, the origin and destination stations can't be changed. When exchanging tickets with our team you must pay any difference between your original and new ticket, as well as an industry-standard £10 admin fee per ticket.
You need to agree the details of your change with our team at least 48 hours before your original tickets are valid. If requesting an exchange after this we advise that you rebook your new ticket and request a refund on the original via https://seatfrog-refunds.fastrailticketing.com/. You'll be refunded the original fare less £10 admin fee per ticket.
To ensure your exchange goes smoothly, please ensure that you have an active payment card saved on your account.
Requesting A Refund
Flexible tickets, such as Off-Peak, Super Off-Peak and Anytime tickets can be refunded for an industry-standard £5.00 admin fee.
Refund part of a return/multi-leg trip
If you’re requesting a refund for one leg of your return journey, or multi-leg booking you will not be able to access your ticket in the app, for the remaining leg until your refund has been processed. Though if you booked e-tickets you'll still be able to access them from ther booking confirmation email.
If you have already captured or printed out a copy of the ticket that would still scan successfully.
How to request a refund or changes?
Open the Seatfrog app and tap on the 'bookings' (suitcase) icon. You'll then be able to view your current or past trips.
Find the ticket you want to refund and tap to select.
When the screen changes scroll down to the Manage Booking section. You'll see a link that will allow you to request a refund, or request changes to your booking, depending on your ticket type.
Follow the request link and scroll down on the new page where you'll find a 'Request Refund' button. When you tap this button an email will automatically be generated and sent to our customer support team.
When will I get my refund?
Once a refund has been requested it may take up to 28 days to process. You'll be able to see the progress of your refund in the app. The ticket you requested a refund on will show one of the following statuses:
Refunded/ Refund Approved - you've done everything you need to and your refund is on the way back to you, it will appear in your account within 5 days.
Refund in Progress - action Required, before we can process your refund we may need you to return your tickets.
Refund Rejected - we’re unable to refund your tickets. Please contact help@seatfrog.com for more information.