Planned rail strikes on 5 & 8 October - We expect our services to be busier than usual and recommend you buy tickets in advance. For more information, please visit our service updates page.

Coach seats

Refunds & Amends

Everything you need to know about changing your booking or requesting a refund

How do I amend my ticket?

If you have purchased a Standard or Fully Flexible ticket you can amend the date and time of your ticket right up to when you’re due to travel.

Fully Flexible fares can be amended at no extra cost, while Standard fares will be subject to a £5.00 amendment fee through My Account (£6.00 if amended via telephone). An excess fare may also be charged.

Make amendments with My Account

Please note: Restricted tickets are non-amendable and non-refundable.

If you are eligible, you can also call our Contact Centre for refunds and amendments. Additional charges may apply.

How can I refund my ticket


Refunds are only available on Fully Flexible fares.

If your ticket is refundable (read point 10 of our Conditions of Carriage), you’ll need to cancel it no later than 24 hours before your original outward journey to be able to get a refund.

If you’re entitled to a ticket refund, you can easily do this through My Account. 

No matter whether you have a single, return or open return, your ticket can be cancelled and your card payment repaid by following these simple steps:

  • Log in to My Account and view your ticket information.
  • If eligible, you will see a 'Cancel & refund ticket' button.
  • Once clicked, you will see the full details of the journey you are cancelling and can click 'Cancel & refund ticket' again.
  • My Account will then check one more time that you wish to cancel your ticket.
  • By clicking 'Yes, cancel my ticket' you will then receive confirmation of the cancellation.

 

Fully Flexible ticket holders can also use the Cancel & Refund option in My Account to refund extras purchased during the booking process.

Refundable and non-refundable extras include:

Refundable extras

  • Seat reservations (both standard and premium)
  • Change & Go
  • All additional luggage

Non - Refundable extras

  • Charitable donations (including climate positive impact donations)
  • Booking fees
  • Arrival & departure day bus passes
  • Hotel Hoppa tickets

Get a refund with My Account

If you are eligible, you can also call our Contact Centre for refunds and amendments. Additional charges may apply.

Change & Go add-on

For just £5 each way, our Change & Go add-on lets you be completely flexible with which coach you board to and from your desired destination on Standard and Fully Flexible tickets.

Find out more.

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