National Rail Conditions of Travel - Part E: Making your train journey

27.1 Wherever engineering work is planned in advance we will make you aware of any need to operate a rail replacement service. The Train Company or Licensed Retailer from whom you purchased your Ticket(s) will include any extended or altered times in the timetable information. This information will also be provided at www.nationalrail.co.uk so that you can make an informed decision about your travel plans. Where replacement services are operating, we may be unable to accept some types of luggage, articles, animals and cycles.

27.2 If the replacement is at short notice and you cannot complete your journey because we are unable to transport your luggage, articles, animals and/or cycles by road vehicle, and you therefore decided not to travel, you will be entitled to claim a refund of your Ticket(s) under Conditions 30.1 – 30.4 without any administration charge.

27.3 When you make your claim, you should state the timetabled departure time of the train you intended to use for the journey and provide any Tickets which were valid for the journey.

27.4 If you are claiming compensation due to a delay in your rail replacement journey, your compensation will be determined by the time difference between the actual time of arrival at your destination as compared to the arrival time shown in the timetable in place on the day that you travel.

27.5 In all other respects these Conditions apply to the use of rail replacement services.