Service alteration details

On Monday and Tuesday the Met Office issued red and amber weather warnings across England for extreme heat. Although the weather warnings are no longer in place, the extreme heat caused major damage to the railway infrastructure across England.

• Travelling today, Friday 22 July
• Refunds and alternative travel
• Season tickets
• Check before you travel
• Passenger Assistance

__________________________________________________

Travelling on Friday 22 July

Most routes are now running a normal service and repairs have now been completed.

__________________________________________________

Refunds and alternative travel advice

Customers who chose not to travel on Monday or Tuesday are reminded that you are eligible for a fee free refund. 

Some operators have also offered customers the ability to travel on either Wednesday 20 July, Thursday 21 July or Friday 22 July if you preferred to delay your travel – please check with your operator.

___________________________________________________

Season Tickets:

Delay Repay - Season Ticket holders who choose not to travel on the extreme hot weather dates (19 July)

• Season Ticket holders (monthly or longer only) who do not travel, can claim 100% compensation through Delay Repay for the hot weather dates, 19 July.
• Flexi Season Ticket holders who have activated a day’s travel for a hot weather day on 19 July, and choose then not to travel, can claim 100% compensation for these days through Delay Repay.

Delay Repay - Season Ticket holders who travel on the days impacted by the extreme hot weather (19 July)

• Season Ticket holders (all durations) who choose to travel will be eligible for Delay Repay compensation if their journey is delayed against the timetable in operation, under the train company’s Passenger's Charter.

Weekly Season Ticket holders

• If your services are suspended and you are unable to use your ticket because there is no service running on the line covered by your Season Ticket then you will be able to claim 100% pro-rata refund of the cost of your ticket.

         _____________________________________________________

Check before you travel:
You can check your journey using the National Rail Enquiries real-time Journey Planner. Please be aware that some timetables may be subject to further short notice changes - important messages regarding these changes will show alongside journey details with a yellow warning triangle.

Twitter:
If you would like to follow this incident on Twitter, please use #UKHeatwave

Compensation:
You may be entitled to compensation if you experience a delay in completing your journey today. Please keep your train ticket and make a note of your journey, as both will be required to support any claim.        

_____________________________________________________

Passenger Assistance

If you have Passenger Assistance booked and your journey is affected by timetable changes, train operators will contact you to help you rearrange your journey.  This will usually be by your preferred contact method such as phone or email.  Please monitor your email if you book via the Passenger Assist app.   If you prefer to turn up and go, please check before you travel that your service is still operating.  You can still travel without booking assistance, although if you prefer to do so, you can book up to two hours before you travel. Please be aware of information updates from your Passenger Assistance by Transreport App and if you wish to call your train operator to discuss your assistance booking, you can find their contact details or on your confirmation email. 

Please be aware that there may be short notice disruption to your journey.  If you require any help or assistance, please contact a member of staff.