National Rail Conditions of Travel - Part F Your Refund and Compensation Rights

32. Claiming Compensation for Delays and/or Cancellations

Information
The Train Company Passenger’s Charters and websites set out the details around compensation arrangements, including how to make a claim and how compensation is calculated. Train Companies publish their Passenger’s Charters on their websites and will display information at stations.

32.1 If you are delayed in reaching your destination as a result of a delay or cancellation of a train service, you may be entitled to claim compensation from the Train Company that is responsible for the delay in completing your journey. Your claim can be made to any Train Company whose services you used to make your journey, who will, if necessary, forward your claim to the Train Company responsible. You are entitled to compensation if the delay was 60 minutes or longer, regardless of fault. Compensation is based on the delay in your arrival time at the destination station, as compared to the arrival time shown in the timetable in place on the day that you travel.

Information
Compensation for delays is based on the timetable in place on the day of travel, as displayed on National Rail and Train Company journey planners and on information screens at stations. Where a replacement timetable is in place on the day that you travel, for example because of pre-planned engineering work, emergency repairs or because of forecast poor weather, compensation will be based on that replacement timetable. Train Companies will always publish information about any required timetable changes as soon as it is possible to do so.

Information

Compensation for delays is based on the timetable in place on the day of travel, as displayed on National Rail and Train Company journey planners and on information screens at stations. Where a replacement timetable is in place on the day that you travel, for example because of pre-planned engineering work, emergency repairs or because of forecast poor weather, compensation will be based on that replacement timetable. Train Companies will always publish information about any required timetable changes as soon as it is possible to do so.

You can make a claim in one or more of the following ways:

32.1.1 - through the industry arrangements provided for: 32.1.1.1 in these Conditions; and/or

32.1.1.2 - in the Passenger’s Charter of the relevant Train Company and/or

32.1.2 - by relying on your statutory rights, e.g., under the Consumer Rights Act 2015 and the Rail Passengers’ Rights and Obligations Regulation as it applies in GB law.

However, you cannot recover the same money twice.

Information
The Consumer Rights Act 2015 provides consumers with various rights, e.g., rights where a service is not performed with reasonable care and skill (see section 49 of the Act). For information regarding your rights when you are travelling as a consumer, including under the Consumer Rights Act 2015, see, www.gov.uk/consumer-protection-rights.

32.2 For claims made under the industry arrangements (set out at paragraph 32.1.1 above) for losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your Ticket or Tickets. However, in exceptional circumstances, a Train Company may consider claims for other losses. This will be for the Train Company to decide in its sole discretion, unlike your legal rights set out in paragraph 32.1 above.

If you wish to ask the Train Company to consider making a discretionary payment, you should write in the first instance to the Train Company at the address which can be found on www.nationalrail.co.uk or by calling 0345 7 48 49 50. Please note that this does not affect your statutory rights (see paragraph 32.1.2).