Refunds & Amendments on train tickets
If you change your mind or circumstances arise that prevent you from using your ticket to travel with SAR, then you may be entitled to a full or partial refund depending on the ticket type purchased.
Cancellation and Modification Fees
Economy Class
Modifications
If you have an Economy Class ticket, and you wish to change it to travel on a different day or at a different time, upgrade or downgrade your booking class or ticket type or change your departure or arrival station, you can make amendments online, on our app or at the ticket office at any SAR station with the following charges applied:
| Economy | Economy Saver | Economy |
|---|---|---|
| Change booking | 50% charge | 20% charge |
Cancellations
If you have an Economy Class ticket and you wish to cancel it, you can do so online, on our mobile app, at the ticket office at any SAR station or by calling 800 126 2000 with the following charges applied
| Economy | Economy Saver | Economy |
|---|---|---|
| Cancel booking | 75% charge | 40% charge |
| No Show | 100% charge | 50% charge |
Business Class
Modifications
If you have an Business Class ticket, and you wish to change it to travel on a different day or at a different time, upgrade or downgrade your booking class or ticket type or change your departure or arrival station, you can make amendments online, on our app or at the ticket office at any SAR station with the following charges applied:
| Business Class | Business | Business Premium |
|---|---|---|
| Change booking | 20% charge | Free |
Cancellations
If you have a Business Class ticket and you wish to cancel it, you can do so online, on our mobile app, at the ticket office at any SAR station or by calling 800 126 2000 with the following charges applied
| Business Class | Business | Business Premium |
|---|---|---|
| Cancel booking | 40% charge | 15% charge |
| No Show | 50% charge | 30% charge |
Private Sleeper Cabin
Modifications
If you have a Private Sleeper Cabin ticket, and you wish to change it to travel on a different day, modify your ticket type between Private Cabin and Private Cabin Premium or change your departure or arrival station, you can make amendments online, on our app or at the ticket office at any SAR station with the following charges applied:
| Private Sleeper Cabins | Private Cabin | Private Cabin Premium |
|---|---|---|
| Change booking | 20% charge | Free |
Cancellations
If you have a Private Sleeper Cabin ticket and you wish to cancel it, you can do so online, on our mobile app, at the ticket office at any SAR station or by calling 800 126 2000 with the following charges applied:
| Private Sleeper Cabins | Private Cabin | Private Cabin Premium |
|---|---|---|
| Cancel booking | 40% charge | 15% charge |
| No Show | 50% charge | 30% charge |
Terms and Conditions
Amendments
- Modifications can be made to tickets up to 1 hour prior to the scheduled departure time.
- Changes to the travel date for Private Sleeper Cabins apply to the cabin (up to 4 passengers), and not to individual passengers.
- Changes to seat numbers can be made online, on our app, by calling 800 126 2000 or at the ticket office at any SAR station with no fees applied*
- Adding** or removing passengers to/from Private Sleeper Cabins can be made by calling 800 126 2000 or at the ticket office at any SAR station with no fees applied.
- Corrections to passenger names *** on tickets can be made at the ticket office at any SAR station without fees until 30 minutes before the train departure time.
- * Excludes Economy Saver ticket holders
- ** Maximum four passengers per Private Sleeper Cabin inclusive of children and infants.
- *** All passenger names must be identical to the ID used within the booking process
Cancellations
- Cancellations can be made to tickets up to 24 hours in advance of the schedule departure time.
- No show rates will apply to ticket cancellations made less than 24 hours in advance and up to 24 hours after the scheduled departure time.
Round Trip tickets
If you have a Roundtrip ticket and wish to modify or cancel one part of the ticket (outbound or return), the above fees will only apply to the part that has been modified or cancelled.
If both parts of the trip (Outbound and Return) are modified or cancelled, the above fees will apply to the total price of the Round trip ticket.
Refund Payment Method
When making a refund we will use the original form of payment you used.
If you used a credit card, debit card or Apple Pay to buy your ticket, we will ask your card issuer to make the refund. The card issuer will refund you the appropriate amount under the terms of the card agreement. Please note your refund may not show on your card statement immediately, and can take up to 28 days.
Cash transactions will be refunded in cash, however if you paid with cash and your refunded amount included Halalas you will be refunded via bank transfer. If you paid in cash in the station and you cancel your booking online you will also be refunded via bank transfer.
If you paid for your ticket through credit or debit card in the station we will refund you via bank transfer.
If you used a debit or credit card to buy your ticket, and more than 14 days have passed since the transaction date, you will be refunded via bank transfer.
If you made a modification to your ticket, and used a different payment method from the original payment method used, we will refund you via bank transfer.
If you paid in cash for a Waiting List ticket and you were unable to travel due to insufficient space onboard the train or you decide not to travel, we will refund you via bank transfer.
Please note all refunds paid via bank transfer can take up to 14 days to be processed, providing the correct customer and bank details are provided to SAR during the refund process
Help
FAQ
If you entered a passengers name or ID number incorrectly, you should visit your nearest station to modify these personal details. Please note, changes are only permitted to a maximum of 2 digits or characters.
Corrections to passenger names and ID numbers on tickets can be made up to 30 minutes before the train departure time without fees. All passenger names must be identical to the ID used within the booking process.
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