Frequently Asked Questions

General Enquiries

Northern's online booking system will help you to find the most appropriate train fare for your journey. For further information about the types of tickets available, please see the ticket types section of this website.

Although we do pass on any seat preferences that you specify to the TOC, seat allocations are subject to availability and we cannot guarantee that your preferences can be met.

If you wish to amend your train tickets after booking, you will need to contact our online sales team.

Advance tickets

Advance tickets cannot be refunded but can be amended for an admin charge. An amendment involves re-booking your new journey on this Northern website (please note advance tickets cannot be amended at the station), before the departure of the first reserved train printed on your original ticket. You can then apply for a refund of your original tickets. The re-booking and the amount of refund are subject to the conditions explained below. Please note that, subject to availability, Advance tickets are generally available for purchase until 18:00 on the day before travel. It is not possible to amend Advance tickets on board the train. If you wish to amend a ticket after the departure of the first reserved train printed on your ticket, a new ticket must be purchased.

To amend an Advance ticket, the origin, destination, train operator and route of the new journey must remain the same. You can change the date and time, the class of travel and your use of railcard.

You will also be liable to pay the difference between the price paid and the price of the new journey. If your new journey is cheaper than the original journey, you will not be eligible for a refund of the difference. The Train Operating Companies apply an Advance amendment fee of £10 per ticket for changes made to your journey. There will also be an administration charge of £10 for the overall booking. When you have booked your qualifying replacement tickets, you can apply for a refund of your original tickets, but you must provide details of the replacement booking in your refund application, see how can I apply for a refund of my ticket?

For further information about Advance tickets, see Advance ticket terms and conditions.

Please also read the section about cancelled services.

For further advice about how to amend your journey, contact our dedicated online sales team. See the contact us section for further information.

Anytime and Off-Peak tickets

If you wish to amend the date of your single rail ticket (or outward travel date for a return ticket), you will need to buy a new ticket and apply for a refund on your existing ticket. There will also be a £10 administration fee per booking for changes made to your journey.

For further information, see how can I apply for a refund of my ticket?

Please also read the section on cancelled services.

For other advice, please contact our dedicated online sales team. See the contact us section for further information.

Anytime and Off-peak train tickets may be eligible for a refund. If you decide not to use your ticket to make all or part of your intended journey, then you can apply for a refund.

Advance tickets are non-refundable, unless the service was subject to cancellation by the Train Operating Company. You can amend an Advance ticket by buying a qualifying replacement ticket, which then allows you to apply for a refund of your original ticket - see amendments. If you have already booked your qualifying replacement tickets, please see how do I apply for a refund?

You can apply for a refund by returning your unused ticket(s) within 28 days of the ticket expiry date - see below for more details. Self-service ticket machine tickets must be collected from the machine and returned with the refund application. Please note that we will only accept refund applications for tickets purchased online from

Can I apply for a refund if my train was cancelled?

If a Train Operating Company (TOC) has cancelled the service you have booked and you choose not to travel, we will refund the cost of your ticket, once we have received your unused tickets and verified with the TOC that the service was cancelled. There will be no admin charges but please note that postal charges are not refundable.

How do I apply for a refund?

If you would like to apply for a refund of your ticket please contact our Customer Experience Team. You will need to provide your booking reference number, the circumstances of your refund application (including any re-booking details) and a contact telephone number - and please remember to enclose or scan your unused tickets. For refunds based on the re-booking of qualifying replacements for Advance tickets, please ensure that you provide clear details of your replacement booking when you return your original tickets for a refund, otherwise we will not be able to process your refund.

If you no longer have the original payment card that you used to book tickets, please make this clear on your refund form but do not include details of your replacement card. We will contact you by telephone when we process the refund and take your new card details at that time. This helps to keep your personal and financial information secure as there is no written record of your card details.

Please note that eligible refunds take up to six weeks to be processed. You will normally be required to pay an administration fee of £10 for the refund of part or all of your booking. Refunds based on Advance ticket amendments are charged differently - see the amendments section below.

The refund amount will normally take into account any use you have made of the ticket and in some circumstances, no refund will be paid.

Send your completed application and unused tickets to:

Northern Railway, Refund Department, PO BOX 23972, Edinburgh, EH3 5DA.

Please ensure that your tickets are appropriately insured against loss in the post as we can only process refund applications when we receive the tickets. We recommend using Royal Mail Special Delivery™ Next Day service, with which you can insure your tickets to cover their face value. See and choose Special Delivery™ Next Day, then click on prices.

Please note that tickets bought online from this website must be returned to Northern for a refund. Customers should not apply for refunds of tickets bought from this website at stations. In cases where our tickets are mistakenly accepted for refund by station staff, they have to be forwarded to our online sales centre and this can lead to delays. If your refund application is received by our online sales team after the expiry of your tickets, it will not be possible to process your refund.

We will notify you by email to confirm receipt of your refund application, and also to confirm whether your refund application has been approved by the central authority, or to indicate if there has been a delay. Once we have processed the repayment onto your card, it can take up to five days to appear on your account.

If you have any questions regarding an existing refund request or would like to know whether your tickets are valid for refund or amendment, please email our online refunds team at This email address is being protected from spambots. You need JavaScript enabled to view it..

If you have any difficulty booking train tickets online with us, please contact our This email address is being protected from spambots. You need JavaScript enabled to view it.. Please check that the problem is not with your internet connection before contacting us.

If you have any feedback or comments, we'd love to hear from you - please contact our This email address is being protected from spambots. You need JavaScript enabled to view it.

Collecting your tickets from a self-service ticket machine is easy. Follow these simple steps:

  1. Take a print-out of your booking confirmation details with you when you collect your tickets
  2. Choose the option to collect pre-paid tickets (it is very important to select this before you insert your card; otherwise the machine will not know to check if you have pre-paid tickets)
  3. Insert your credit/debit card that was used to make the train booking.
  4. If your payment card has been replaced since you made your booking, please contact our online sales team
  5. Key in your unique ticket collection reference number, shown on your booking confirmation
  6. Collect the tickets dispensed by the machine (please wait until the main screen informs you your transaction is complete and check that you take ALL your tickets, and that they cover your whole journey, as well as any supplements and seat reservations)

The primary confirmation of your booking is shown on your screen immediately after a successful payment transaction. It confirms the booking reference, your journey information and your payment details. For your convenience, we also email you a copy of the booking confirmation. Please allow 30 minutes to receive your booking confirmation email. If you have not received it within this time, check the following:

  • Occasionally, emails are blocked by SPAM filters. Please check your spam / junk email inbox to ensure the booking confirmation is not in there. If it is, you should be able to select an option in your email to say this is not spam and allow emails from this sender
  • Perhaps you entered your email address incorrectly?

If you think the email address is incorrect please contact us If you have still not received your email confirmation, please contact our This email address is being protected from spambots. You need JavaScript enabled to view it.