I am moving house. Can I transfer my Season Ticket?
Yes. As long as your Season Ticket has a month or more left to run, you can change the origin or destination shown, should your circumstances require it. The expiry date remains the same and you will be refunded or asked to pay any difference in price as appropriate.
My Season Ticket is damaged. What do I do?
If your train ticket has become damaged or illegible for any reason, please return it to the station of issue (or any ticket office) where it will be replaced free of charge.
If you bought your ticket online, log in to your account and click on apply to replace a damaged season ticket.
My Season Ticket doesn't work the entry or exit gates. What do I do?
Please return it to the station of issue (or any ticket office) where it will be replaced free of charge.
If you bought your ticket online, log in to your account and click on apply to replace a damaged season ticket.
If train services are poor during the period that my Season Ticket is valid, will I be compensated?
Where our train performance falls below the standards published in our Passenger Charter, holders of monthly or longer Season Tickets purchased on or after 1 April 2006 may claim compensation using our Delay Repay Form. Please see the Passenger's Charter for full details.
I've left my Season Ticket at home. What do I do?
Buy a train ticket for the journey you're making. On the first two occasions in any 12-month period, you may be able to get a refund of the cost of these additional tickets. Make sure you keep the tickets to send in with your claim, and ask your local ticket office for a refund form.
I've lost my Season Ticket. Can you give me a replacement?
You must report the loss as soon as possible to the station of issue. If the ticket was valid for a month or more, we will consider issuing a duplicate on the first occasion that this happens.
If you find your lost ticket within 4 weeks of applying for a duplicate, (and the expiry date has not passed), return it to the station where you applied for a duplicate and you will be refunded the administration charge.
A second duplicate may be issued only if one of the missing tickets was stolen or destroyed in a fire - you must supply us with police or fire service evidence to support such claims.
Under no circumstances will more than two duplicates be considered in one year. Duplicates are not issued for 7-day tickets. The receipt section on the attached form will assist us if you need to apply for a duplicate ticket.
If you bought your ticket online, log in to your account and click on apply for a duplicate ticket.
How much will I be charged if I claim a duplicate or refund?
The current charges, which cover our administration costs, are: refunds (if authorised) £10, duplicates for lost tickets (if authorised) £20.
I no longer need my Season Ticket. Can I get a refund?
If there are at least 3 months remaining on an Annual, 7 days on a monthly or 3 days on a 7-day ticket, you should hand it to the office where you bought it. Any amount to be refunded will be calculated from the date that you hand in the Season Ticket. The amount due will be based on what you originally paid for the ticket less what you would have paid had you bought a ticket or tickets valid up until that time. A £10 administration charge will be deducted. Annual tickets are discounted, and may have no refund value if they have less than 12 weeks to run.
Refunds will not be made against duplicate Season Tickets, or for periods of non-use, such as holidays. We will consider refunds for periods of non-use due to serious illness. These must be applied for in writing with supporting evidence to the Customer Relations Manager.
Note: Refunds may take up to 28 days to be processed.
What are the benefits?
Find out about the benefits of an annual season ticket here, and how to get your complimentary tickets.
What benefits are there if I'm pregnant?
If you are pregnant and have a Standard Class Season Ticket, we will give you a free upgrade to First Class accommodation, where available, on First Capital Connect services covered by your Season Ticket only when there are no seats in Standard Class.
To receive this upgrade, you must send a photocopy of your Season Ticket and Photocard along with a copy of your maternity certificate (MAT B1) or Family Health Services Authority exemption certificate (FP92) to:
Freepost RRBR-REEJ-KTKY
First Capital Connect
Customer Relations Department
PO Box 443
Plymouth
PL4 6WP
We will send you a pass that you can use with your Season Ticket to travel in the First Class compartment when there are no standard seats available. The validity of the pass will end three weeks after the expected due date of your baby.
What travel restrictions are there with Season Tickets?
Customers must always purchase the appropriate additional ticket before travelling if:
- your ticket has expired;
- your ticket does not cover the intended journey in full;
- your ticket has been left at home - see frequently asked
- questions;
- your ticket is for Standard Class accommodation only but
- the intended travel is in First Class;
- your Photocard cannot be shown on request.
Passengers paying on the train or at the destination station will have to pay a penalty fare, which is twice the full single fare to the next station stop or £20, whichever is the greater.
Season Tickets are issued subject to the National Rail Conditions of Carriage, a copy of which is available at all ticket offices.
Find out about other train tickets.
