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Change or cancel a booking

You can change your travel plans at any time. However, once a booking is paid for, conditions and fees may apply.

To see what changes are permitted for your booking see NSW TrainLink fare rules.

Private travel insurance is highly recommended.

When to cancel your booking

You can cancel your booking or make changes at any time before departure, however fees and charges may apply.

Time of ticket cancel Entitled to a refund? Fees per passenger
7 days or more before the departure date and time Yes No fees
Less than 7 days before the departure date and time Yes $5.50 cancellation / rebooking fees*
48 hours or less before the departure date and time Yes. You can cancel online but you will need to go to a sales agent with your ticket to process your refund. $5.50 cancellation / rebooking fees*
After service has departed No refund. You can book on next available service if it departs within 24 hours.

$5.50 cancellation / rebooking fees*
Pensioner Travel Vouchers cannot be replaced.

Refunds may not be available for certain discounted or promotional tickets. If you have a non-refundable discounted booking, you are able to upgrade to a full fare and pay the difference. 

Tickets cannot be transferred to other people.

Check the terms and conditions on your fare to see what changes are permitted for your booking. You’ll also find the terms and conditions for your ticket in your confirmation email.

How to cancel your booking

Online bookings

If your original booking was made online, you can cancel your booking online if it’s more than 48 hours before the departure date and time. Cancellation fees may apply. You must provide the same credit card that you used to pay for your booking for a refund.

Login to your NSW TrainLink account.

Phone booking

If you made your booking over the phone, you can call us on 13 22 32. Please have your ticket number on hand when you get in touch.

Sales agents

If your original booking was made with a sales agent, please contact them to change or cancel your booking. Cancellation and rebooking fees charged by private sales agents may vary, so please check these before booking.

Pay it @ Post payments

If you paid using the Pay it @ Post payment method, you can call us on 13 22 32 to rebook, or cancel and/or obtain a refund.

Discovery Pass

Customers will be able to purchase the Discovery Pass online.

A confirmation and 'Terms and Conditions' will be emailed to you. The confirmation will display the type of Travel Pass, the amount paid and the Travel Pass number.

Your Travel Pass will be automatically activated once a leg is booked and ticketed.

Active Discovery Passes are non-refundable. Refund applications for unused or non-activated Discovery Passes purchased online, can be made by contacting NSWTrainLinkweb@transport.nsw.gov.au.

How to purchase a Discovery Pass

Change my booking

If you would like to change your booking including class of travel or travel on a different date or time, you will need to cancel your ticket and rebook. You may be charged a rebooking fee subject to the time of cancellation.

If you are upgrading your ticket, you will need to pay the fare difference. You will not be charged a rebooking fee when you pay the fare difference.

If you are downgrading your ticket, you are entitled to a refund of the fare difference. Rebooking fees may apply.

Online bookings

In order to change your online booking, you will need to cancel your original booking and rebook. You can only cancel your booking online if it's more than 48 hours before the departure date and time.

For most online bookings, simply:

  1. Login to your NSW TrainLink account to retrieve your booking
  2. Cancel your original booking and apply for a refund using the same credit card you used to pay for your original booking
  3. Make a new booking

Note: You will be charged for two fares until your refund has been processed.

Alternatively, you can contact NSW TrainLink on 13 22 32 to change your booking

Phone booking

If you made your booking over the phone, contact NSW TrainLink on 13 22 32 to change your booking. Please have your ticket number on hand when you get in touch.

Sales agents

If your original booking was made through a sales agent, please contact the travel agent to make changes. Cancellation and rebooking fees charged by private sales agents may vary, so please check these before booking.

Pay it @ Post payments

If you paid via Pay it @ Post, you can call us on 13 22 32 or visit a NSW TrainLink sales agent to rebook, or cancel and obtain a refund.