FAQs for: “Refunds & Compensation”


How can I get a refund on an unused ticket?

Depending on the type of ticket you have purchased (please see the terms and conditions for your ticket type), you can obtain a refund, minus a £10 administration fee, by returning the ticket to the retailer within 28 days of the expiry of the ticket.

If you purchased your ticket from a train station and you are unable to return to that station to apply for a refund, you can surrender the ticket at any manned station and they will forward your ticket to the station of purchase for you.

If you purchased your ticket through our website you will need to contact Web Support on 0844 556 5638.

How long will it take to get a refund?

Refund applications will be processed as soon as reasonably practical.

How do I claim compensation for a delay or cancellation?

If your journey with First Capital Connect was delayed by 30 minutes or longer, you may be entitled to compensation. If you wish to make a claim, you will need to provide your full journey details and a copy of your ticket. You can submit your claim online via Delay Repay or collect a claim form from one of our stations and send this to the address below.

Customer Relations
Freepost RRBR-REEJ-KTKY
First Capital Connect Customer Relations Department
Plymouth
PL4 6WP

Can I make a claim for a refund on the excess payment I have had to make because I forgot my Railcard?

No this is not possible, as when purchasing a railcard it does state that it must be carried at all times when travelling.

Will I get a confirmation call, email or letter to inform me that my refund has been completed?

No, a refund is automatically applied to you card.  The only time you are contacted is if we need to send a cheque or you need to collect a cash refund from the station.

How can I find out about the progress of my request for a refund?

Refund applications will be processed as soon as reasonably practical. If no refund has been received, you would need to contact the place at which you surrendered your ticket or contact Customer Relations on 0845 026 4700.

Can I claim for compensation if I travel with an Oyster card?

If you travel with First Capital Connect using an oyster card and you are delayed by more than 30 minutes, you can claim compensation under our Delay Repay Scheme.

If you have oyster PAYG you must accompany your claim with a print out showing where you touched in and out and the cost of your journey.

If you have an oyster season ticket you must accompany your claim with a receipt showing the date of purchase, the price you paid for your ticket and the zones that this covers.

Collect a claim form from one of our stations and send this to the address below.

Customer Relations
Freepost RRBR-REEJ-KTKY
First Capital Connect Customer Relations Department
Plymouth
PL4 6WP


Points. Now available with train travel.

Collect 2 points
per £1 spent

Buy now

Travel alerts

Receive alerts on train times, service delays and planned works

Register for alerts