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

33. How To Make a Claim Under the Industry Arrangements

33.1 In order to make a claim under the industry arrangements set out at paragraph 32.1.1 above, you must submit your claim to the Train Company within 28 days of completing the journey (unless that deadline is extended by the Train Company). You will need to state the scheduled departure time of the train or trains you intended to use for your journey and provide a Ticket or Tickets or other authority to travel which was valid for that whole journey. A Train Company will allow you to retain any Tickets after use for this purpose. 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.

33.2 If you have a claim or a complaint about your journey, the Train Company you contact will help you either by dealing with the matter itself or by passing it on to the relevant Train Company, Rail Service Provider or other third party(s) or person(s) providing the goods or services in question. Claims will be considered without undue delay and any compensation due will be paid within 14 days of your claim being agreed by the Train Company. The target is to process all claims within one month of receipt.

33.3 Although the amount of compensation offered varies by Train Company, if you arrive 60 or more minute late at your destination station, you will, as a minimum, be entitled to compensation in accordance with the table below:

Ticket held	Amount payable
Single Ticket, or Return Ticket with delay on both the outward and return journey	50% of the price paid
Return Ticket with delay on outward or return journey	50% of the price paid for the relevant portion of the journey
Season Ticket	The discount or compensation arrangements in the relevant Train Company’s Passenger’s Charter apply

Information
To make a claim under the industry arrangements, all you need to explain is that there was a delay. You do not have to prove that the delay was the Train Company’s fault.

33.4 A Train Company may not be obliged to pay compensation under this Condition if the delay is less than 60 minutes and its cause was entirely outside the rail industry’s control. Each Train Company’s Passenger’s Charter will set out any exclusions that apply to such claims in respect of their services. If the delay is 60 minutes or longer, you are entitled to compensation regardless of fault.

33.5 Please note that if you have decided not to travel and claim a full refund in accordance with Condition 30, you cannot then also claim compensation for delay under this clause through a Train Company’s Passenger’s Charter.