Written question WQ100277
- Asked by
- Paul DaviesConservative
- To be answered by
- Cabinet Minister for Enterprise, Connectivity and Energy
- Tabled
- Due
- Answered
- Time to answer
- 9 days
Question
What discussions has the Welsh Government had with Transport for Wales regarding the removal of ticket office-based refund and compensation processing?
Answer
Answered by Deputy Minister for Transport (Mark Hooper)
Changes were made to refund policy in the National Rail Conditions of Travel on 1 April 2026 and apply across all GB rail services. These changes mean that refunds are only available for flexible tickets (Anytime, Off-peak and ranger tickets etc) up to end of the day before travel. This was done to reduce fraud as previously refunds were available for up to 28 days after the date of travel. This is a GB-wide policy which applies to all GB rail operators (including TfW).
Changes to paper tickets can still be made at TfW ticket offices, as can refunds, providing this is done by the end of the day before travel. Additionally, TfW’s Customer relations team will continue to support passengers who need any assistance with refunds or changing tickets.