Compensation for Delays

Customers Rights to Refunds & Compensation

If the train journey you are making or have booked to make is delayed or cancelled, you may be entitled to a refund from the retailer of your ticket or compensation from the Train Company.

The compensation offered depends on:

•  Which train company you travelled with
•  Ticket type
•  Length of the delay

Please see our Frequently Asked Questions for more detailed information about your rights for different circumstances and for individual train company policies.

Claiming Compensation for Delays

You can find delay compensation information, including delay repay, and everything you need to know about what you are entitled to and how to claim it on your Train Company’s website by selecting the company's logo below.

Most claims can be made by obtaining a form from a staffed station, enclosing the ticket and posting whilst often this can also be done online by attaching a scan of the ticket.

Some Train Companies even allow Season Ticket holders to register their ticket online to make future claims quicker and easier.

 

         c2c

 

CrossCountry

Caledonian Sleeper

 

Chiltern Railways

            c2c  CrossCountry

      Caledonian
Sleeper

        Chiltern
Railways

East Midlands Trains      Gatwick Express     Grand Central    Great Northern

     East Midlands
Trains

     Gatwick
Express

    Grand Central

    Great Northern

 

         GWR Great Western Railway

 

 Greater Anglia

        Heathrow Express

 

Hull Trains

Great Western Railway
          (GWR)

  Greater Anglia

       Heathrow
        Express

            Hull
          Trains

 

       LNER London North Eastern Railway

 

 London Northwestern Railway

        London Overground

 

Merseyrail

          LNER London Northwestern
       Railway

London Overground

      Merseyrail
Northern     ScotRail

Southeastern

   Southern
          Northern        ScotRail      Southeastern        Southern

 

   SWR South Western Railway

 

Stansted Express

       TfL Rail

 

Thameslink

  South Western
       Railway

Stanstead Express

        TfL Rail     Thameslink
    TransPennine Express

 

Transport for Wales Trafnidiaeth Cymru

 

      Virgin Trains

 

    West Midlands Railway

TransPennine Express

  Transport for Wales

  Trafnidiaeth Cymru

     Virgin Trains

    West Midlands
Railway

The National Rail Conditions of Travel outlines the minimum offered through Passenger’s Charters but in practise the vast majority of Operators pay more than that.

We’re here to help you on your journey and to get you back on track. You can sign up for automatic alerts about delays and disruption here. Tweet us too at @nationalrailenq.

Further Information

For more information on compensation, including Season Ticket renewal discounts and Void Days (selected train company's only), click here

Last updated:   17 January 2019