Compensation for Delays

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.​​​​​​​