My train was cancelled, can I claim a refund?

This article applies to standard rail tickets only. This does not apply to Seatfrog upgrade bids or auctions.

If your question is about a Seatfrog upgrade (bidding or auctions), different rules apply and the process below is not correct. 
Please refer to our upgrade guidance instead.

My train was cancelled — can I claim a refund?

This article relates to rail tickets booked via the Seatfrog app only.

For refunds on upgrades, use the upgrade refund form: https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=8857996746511

If you did not travel

If you have a standard rail ticket and your train was cancelled you are entitled to a full refund.

To request a refund:

1. Visit: https://seatfrog-refunds.fastrailticketing.com/

2. Complete the refund request form.

3. Check all details carefully before submitting.

After submission:

• You will receive a confirmation email with a refund reference number.

• You will receive further updates when your refund status changes.

If you travelled on an alternative service

If your train was cancelled and you travelled on a different service instead, you are not eligible for a refund.

You may be eligible to claim compensation under the Delay Repay scheme.

Delay Repay claims must be submitted directly with the train operator you travelled with.

Important

• Refund requests must be submitted via the refund portal above.

• Refund eligibility applies only if you did not travel.

• This process applies to rail tickets booked in the Seatfrog app.