Compensation for Delays |
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If the train journey you are making, or have booked to make, is delayed or cancelled you may be entitled to a full refund from the retailer of your ticket, or compensation from the train company that caused the delay.
Refund or Compensation – What’s the difference?
When is it a Refund?
If your train is delayed or cancelled and you choose not to travel, your unused ticket can be refunded without any fees by the original retailer.
When is it Compensation?
If you are travelling and experience a delay arriving to your destination due to a cancelled or delayed service, you may be able to claim compensation from the train operating company you are travelling with.
Compensation will depend on:
• Which train company you are travelling/have travelled with
• Type of ticket you have
• Length of the delay in arriving at your destination
Your Train Company | Different train companies have different compensation schemes, but all will allow you to claim when you are delayed. |
Your Ticket | Compensation is based on what you have paid so may be calculated differently depending on the type of ticket you have used, e.g. a 7-Day Season Ticket will not have the same compensation award as an Off-Peak Day Single |
Your Delay | Train companies will have a compensation threshold for when they are liable to pay compensation. Each train company will let you know what their threshold is in the Passengers’ Charter, available on their website. |
Please see our Frequently Asked Questions for more detailed information about your rights and for individual train company policies.
Personalised Travel Information
Train Operating Companies
National Rail Conditions of Travel
The National Rail Conditions of Travel outlines the minimum offered through an Operator's Passengers' Charter, but in practice the vast majority of Operators pay more than that, or when you have incurred a shorter delay.
You can download the National Rail Conditions of Travel at the link below:
We are here to help you on your journey and to get you back on track. You find more information on helping you stay informed when there is disruption to your journey, and sign up for automatic alerts about delays and disruption via Facebook Messenger or WhatsApp on our Travel Tools & Alerts page. You can tweet us too at www.Twitter.com/nationalrailenq.
Further Information
For more information on compensation, including Season Ticket renewal discounts and Void Days (selected train companies only), click here
Last updated: 13 December 2021