Ticket Acceptance

If your train is cancelled, you will be able to travel on an alternative service operated by any other participating train company, listed below, either 2 hours before or 2 hours after the original departure time of the cancelled service, in order to reach your destination.

Customers must hold a valid ticket for their cancelled service, and this must have been purchased prior to the departure time of the cancelled service. Please note that this is only for cancelled services, not delays.

In severe disruption where multiple cancellations occur, customers will be provided with additional information and advice on how to complete their journey. There may also be increased flexibility and it may be possible to use your ticket on a different part of the rail network with another train operator.

Alternatively, when there are limited alternatives available or service disruption is severe, customers may be advised not to travel. In such cases, you are entitled to a full refund from your original point of sale if you choose not to travel or cannot complete your journey.

For further information and guidance please contact your train company or speak to a member of railway staff.

These are the participating train operators currently covered by this policy. Where the operator name has a link, you can click this to take you that operators website where they will explain more about how this policy applies for their services.