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
We are currently trialling a new tool that provides personalised up-to-date travel information about delays or disruptions for your journey and whether you are eligible for compensation via Facebook Messenger. You can find out more here.
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.
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 are 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 companies only), click here
Last updated: 18 August 2019
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