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Paper ticket refund form

The below form is for paper tickets only (including any collected tickets purchased from our website), and e-tickets only. We can only process your refund if you have purchased your ticket from us.

If you have any other type of ticket such as a smartcard or an uncollected ticket, or would like to see how much you may be due for a refund (season tickets only), please visit our coronavirus refunds page.

We will need two photos from you to process your refund. Please submit a photo of your ticket in its current condition and a second photo, as per the guidelines below:

  • Write ‘Covid-19 Refund’ in a blue or black pen across your ticket (please keep the ticket number visible as we need this to process your refund)
  • Please then cut your ticket in half with a pair of scissors, diagonally from bottom left to top right
  • Place the two pieces slightly apart on a blank background and take a photo
  • Ensure the file size is 1MB or less, you may experfience issue submitting the form if the file size is larger
  • We are only able to accept JPG, PNG, or PDF file types

If you have more than one ticket to refund please submit them as separate claims.

If we do not receive both photos or the images are unclear, we will be unable to process your refund. Please see an example below:

For auditing purposes, we may ask you to submit your ticket so please retain any destroyed ticket as we may request it from you in the future. All claims will be checked and verified.

Your personal details will be held by the Go-Ahead Group on behalf of Thameslink. We will not pass on your personal information to any organisation outside of our Group of Companies (and Successor franchise or Secretary of State for Transport) for marketing purposes without your prior consent.

When you use our website, you trust us with your information. Please read our Privacy Policy to help you understand what data we collect, why we collect it and what we do with it. We use details about your journeys and your data to improve our communications to you.