Depending on the type of ticket you’ve purchased, the way you can make changes or cancellations differs.
- Flexible tickets (Off-Peak, Super Off-Peak, Anytime) cannot be changed, but they can be cancelled and refunded (minus an admin fee). This allows you to cancel your original booking and make a new one if your plans change.
- Advance tickets cannot be cancelled, but they can be exchanged for a different time or date. When exchanging, the origin and destination must remain the same, and you’ll need to pay any fare difference along with a standard £10 admin fee per ticket.
This guide explains how to request exchanges, make changes, and request refunds for all ticket types, ensuring your journey stays flexible and stress-free.
🔁 Making Changes (Exchanges)
Advance Tickets
- Can be exchanged, not refunded.
- You can change the date or time of travel only (the origin and destination must stay the same).
- You’ll need to pay:
- Any fare difference between your old and new ticket.
- A £10 admin fee per ticket.
- Changes must be arranged with our team at least 48 hours before your original departure.
If your travel is within 48 hours, rebook a new ticket instead and request a refund (less the £10 fee) via seatfrog-refunds.fastrailticketing.com.
🚆 Travelling Within 48 Hours
If your trip is within 48 hours, you’ll need to cancel any pending exchange request and make a new booking.
Here’s what to do:
- Book your new journey (must use the same origin and destination stations).
- Request a refund for your original ticket at seatfrog-refunds.fastrailticketing.com.
- Select “Change of Journey” as the reason.
- Make sure your new booking is made at least 15 minutes before your original train’s departure.
Flexible Tickets (Off-Peak, Super Off-Peak, Anytime)
- These can’t be exchanged but can be cancelled and refunded (minus a £5 admin fee).
- Once refunded, you can rebook your new journey at your convenience.
🧾 How to Request an Exchange (Advance Tickets Only)
You can request an exchange directly through the Seatfrog app if your departure is more than 48 hours away.
Step-by-step:
- Open the Seatfrog app.
- Tap the Trips (suitcase) icon on the home screen.
- Under Upcoming Trips, select the journey you’d like to change.
- Scroll down to the Manage Booking section.
- Tap Change or amend journey to request an exchange.
- Press Request to change ticket
Our team will email asking you to confirm your new journey details and arrange the exchange.
For departures within 48 hours or if you’ve collected tickets from a station:
- Book your new ticket (must use the same start and end stations).
- Go to seatfrog-refunds.fastrailticketing.com and request a refund on your original booking.
- Select “Change of Journey” as the reason.
- You’ll be refunded the original fare minus a £10 admin fee per ticket.
💳 Making Payment When Changing a Ticket
When you make a change to your booking, you must have a default payment method saved in the Seatfrog app to cover:
- Any additional fare
- Any admin fee
🔑 Important:
- The app doesn’t automatically save the card you used for your original booking.
- To check or add one, go to:
Account → Payment Details
If no card is saved, add one and set it as your default before we can process your exchange.
✅ Apple Pay or Google Pay users:
If either is set as your default payment method, you don’t need to add a separate card.
💰 Requesting a Refund
For Flexible Tickets
You can request a refund directly in the Seatfrog app.
To request a refund:
- Open the app and tap the Trips (suitcase) icon.
- Select the booking you want to refund.
- Scroll to the bottom and tap Request to refund ticket.
- Press Request to refund ticket.
Our team will email to confirm once processed.
Refund for One Leg of a Return or Multi-Leg Trip
If you refund only one leg of a return journey, you won’t be able to access the other leg in the app until processing is complete.
You can still access e-tickets from your confirmation email, or use printed copies — they’ll still scan correctly.
Refunds for Other Reasons
If your request is due to:
- Train service cancellations
- Booking errors
- Medical reasons
Please apply directly via:
👉 seatfrog-refunds.fastrailticketing.com
If your train was delayed, you may be eligible for Delay Repay directly with the train operator.