Can I change or exchange my ticket? Follow
If you wish to change your date of travel, you will need to buy a new ticket and apply for a refund on your existing ticket (please ensure you provide a picture of your tickets cut in half, if paper tickets).
For tickets purchased from the 1st April 2026, refundable walk-up ticket types (e.g. Anytime, Off-Peak, Super Off-Peak, Day Travelcard and most Rangers and Rovers) will only be refundable up to 23:59 the day before they become valid for travel. Any refunds requested on the day of travel for these ticket types will now be rejected unless they are due to cancellation or disruption of the service you planned to travel on.
Tickets purchased prior to April 1st 2026 will continue to be refundable under the rules in place when they were purchased.
If you ask to do this within 15 minutes of purchasing your ticket then this can be done fee free, providing the ticket is unused. Please note, this cannot be done, if the train departure time has passed.
If your ticket was purchased within the last 15 minutes then please send a query to vttsupport@virgin.com or telephone 0333 241 9128 between 7am and 10pm - email is usually quicker!
If more than 15 minutes has elapsed from the time of purchase there will be an administration charge payable per ticket for exchanges and refunds. This will be deducted from the refunded amount before it is sent to you. The administration charge for cancellations is £5 per ticket, and is £10 for exchanges, in line with the National Conditions for Carriage terms. Please note that this charge is per ticket and not per booking reference, so if your booking has more than 1 ticket to be cancelled each ticket will attract an administration fee up to a cap of £10 per booking.
For all tickets bought on the Virgin Trains Ticketing website, please visit the “My Tickets” section of your app to see if your ticket is exchangeable and follow the instructions. Tickets bought from station ticket offices or other Train Ticketing apps must be returned to the place of purchase and changed there.
Ticket exchanges can only be accepted if the new ticket is purchased before the departure time of the original ticket and the journey is exactly the same just for a different date and time of travel.
You then have 28 days to make your claim. No claims over 28 days will be eligible for refund.
Please note that the replacement booking must also be purchased through Virgin Trains Ticketing to qualify for exchange.
All tickets and travel are subject to National Rail Conditions of Travel. Advance Purchase tickets are subject to national terms and conditions.
Virgin Trains Ticketing General Terms and Conditions - cancellations, charges and refunds