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

34.1 Compensation methods may include payment by cheque or a bank transfer payment (usually referred to as a BACS payment); by means of a refund to your debit or credit card (each of these three is a “money option”); or in rail travel vouchers. Your options, which will include at least one “money option”, will vary by Train Company, and will be shown when making your claim. Where the delay was caused by a fault of the Train Company, you are entitled to payment by the same means as your Ticket was paid for unless you agree to another payment method.

34.2 If you receive payment in rail travel vouchers you can use them in full or part payment for Tickets purchased at any Train Company’s staffed Ticket office, for any rail journey on the services of the Train Companies. In some cases, they may also be exchanged for money at a Ticket office of the Train Company that issued them, and this option will be stated if it is available to you when you claim.