Train delays compensation

Train delays
How to claim if it’s late or cancelled

Train delays and cancellations frequently plague our railways, becoming a routine nuisance for countless commuters. Astonishingly, passengers fail to claim up to £100 million annually for these disruptions. This guide outlines your entitlements and offers comprehensive assistance on securing refunds, even if your travel is disrupted by strike action.

UK rail strikes – know your refund rights

In recent months, rail services throughout the UK have faced disruptions due to strike actions.

If your train was cancelled because of these strikes, you are entitled to a full refund, even for advance tickets. For delays caused by the strikes, you can claim a partial or full refund based on the length of the delay and your ticket type. Applications for refunds must be submitted within 28 days.

‘I claimed £315 for a year’s delays’ – some inspiration before you begin

It’s easy to overlook train delays, but don’t underestimate the potential for significant compensation, particularly for regular commuters who experience frequent delays. These individuals can accumulate £100s annually. Consider Andy, for instance. He shared photos of his two-year collection of claims via Twitter. In 2015 alone, he received £315, and he typically garners at least £250 each year.

… and they may pay out even if you’re not entitled

Numerous individuals have successfully received refunds despite not strictly qualifying for them. According to the Rail Delivery Group, which represents train companies, companies frequently issue payments even when not obligated to do so.

Additionally, some passengers have noticed that submitting a complaint about a particularly bad journey, in addition to reporting a delay, often results in receiving an increased or even doubled compensation amount.

Train delay need-to-knows

The rules regarding train delays can initially seem confusing, particularly because each train operator has its own refund policy (a comprehensive list of these policies can be found below). However, don’t let this discourage you – once you understand the process, claiming a refund is quite simple.

What’s ‘Delay Repay’? In this guide, we discuss ‘Delay Repay’—the term used by the rail industry for the streamlined compensation system adopted by most companies. This scheme allows passengers to claim compensation for delays of 15 minutes or more, 30 minutes or more, and in some cases, even for delays as short as 2 minutes, regardless of the reason for the delay. Additional information on Delay Repay can be found below.

Here are the essential points you need to know if you’re in England, Scotland, or Wales and your train has been delayed or cancelled and you still wish to proceed with your journey. For those opting not to travel, there’s information on obtaining a full refund. (We also have additional details for Northern Ireland below.)

1 – Delayed? You can usually use your ticket to hop on another train, but check hopping on another train

If your scheduled train is delayed, you can typically catch a later one or take an alternative route. However, it’s advisable to consult with station staff, as there may be exceptions, especially if the new route is operated by a different train company.

For instance, if you are traveling from London Euston to Birmingham and your train is delayed, a faster option might be departing from Marylebone instead. Although you cannot choose a different destination, altering your route could expedite your journey.

Should you take a different train and still arrive over 30 minutes late, you should be eligible for compensation. Additionally, if you have purchased a ticket but opt not to travel, refer to the information below on obtaining a full refund.

What if I miss a connection because my train’s delayed?

If your trip involves transferring between two separate trains and a delay on the first train causes you to miss the second, you have two options: you can wait for the next available train and use your existing ticket, or, if you choose to use a different mode of transportation, you are entitled to a refund for the unused portion of your journey.

What if I paid for a first-class seat, but can’t get into first class on a replacement train?

If you’ve purchased a first-class ticket but find that your train or its replacement lacks first-class amenities, you’re entitled to a refund for the price difference between the first-class and standard-class tickets for that portion of your trip. This refund can be obtained at the ticket office at your destination.

If it’s jam-packed, can I sit in first class even if I don’t have a first-class ticket?

Trains that run late frequently become more crowded than those that are on schedule. Rather than squeezing into the aisles like sardines, you might be tempted to move into the first-class section if there is available space. However, this is only permissible if the train company explicitly allows it, which will be announced if applicable. If you occupy a first-class seat without authorization and are discovered, you could face a penalty fee.

What happens if I can’t get home?

If passengers find themselves stranded due to issues within the train company’s control (find out more about what this entails here), any train company capable of assisting should ensure they are either transported to their destination or given overnight lodging, as long as it’s reasonably feasible. Be sure to keep any receipts if you incur additional expenses.

In most cases, when a train cannot complete its journey, complimentary taxis are typically arranged to help passengers reach their destinations.

2 – Most can claim for a delay of 15+ minutes regardless of cause (and some even for 2+ mins) 30 min delay

To assess the length of a delay, it’s important to focus on your arrival time rather than the train’s departure time.

You should submit your claim to the train company responsible for the delayed service, even if you purchased your ticket through a different platform. This claim must be made within 28 days from the date of the delay.

The compensation you can receive depends on the type of scheme the train company offers. If the company has a Delay Repay scheme, it will provide compensation regardless of the cause of the delay. In contrast, if the company operates under an older compensation system, the process may be less accommodating.

• Under Delay Repay you get compensation for delays regardless of fault

The majority of train companies now operate the Delay Repay system, and while the original threshold for claiming was a delay of 30+ minutes, most firms that run Delay Repay now use the threshold of 15+ minutes. Here are all the companies that operate Delay Repay and what threshold they use:

• c2c (15-minute Delay Repay, two-minute Automatic Delay Repay for smartcard holders)
• Caledonian Sleeper (30-minute Delay Repay)
• CrossCountry (30-minute Delay Repay)
• East Midlands Trains (30-minute Delay Repay)
• Gatwick Express (15-minute Delay Repay)
• Greater Anglia (15-minute Delay Repay)
• Great Northern (15-minute Delay Repay, 15-minute Auto Delay Repay for smartcard holders)
• Great Western Railway (15-minute Delay Repay)
• Island Line (15-minute Delay Repay)
• London North East Railway (30-minute Delay Repay)
• London Northwestern Railway (15-minute Delay Repay)
• Northern (15-minute Delay Repay, 15-minute Automatic Delay Repay with advance tickets booked online via Northern)
• ScotRail (30-minute Delay Repay)
• Southeastern (30-minute Delay Repay)
• Southern (15-minute Delay Repay)
• South Western Railway (15-minute Delay Repay)
• Stansted Express (15-minute Delay Repay)
• Thameslink (15-minute Delay Repay, 15-minute Auto Delay Repay for smartcard holders)
• TransPennine Express (30-minute Delay Repay)
• Transport for Wales Rail (15-minute Delay Repay)
• Virgin Trains (30-minute Delay Repay, 30-minute Automatic Delay Repay with advance tickets booked online via Virgin Trains for journeys that took place entirely on the Virgin Trains network)
• West Midlands Railway (15-minute Delay Repay)

See the table below for the minimum refund you’ll get.

• For other firms without Delay Repay it depends on their rules – a few only let you claim for 60+ minutes delays if it’s their fault, most are more generous.

Companies such as Chiltern, Eurostar, Grand Central, Heathrow Express, Hull Trains, London Overground, Merseyrail, and TfL Rail do not participate in Delay Repay schemes. The policies for these providers are not as straightforward, so it’s crucial to review the comprehensive list of each train company’s policy detailed below.

The bare minimum that train companies have to do is set out in the National Rail Conditions of Travel, which detail train travellers’ rights and where those rights may be restricted. Firms only have to start paying out for delays of at least an hour, and only if the delay was their fault.

See what officially counts as the train company’s fault

The issues listed below are considered to be within the train company’s control, although some might be attributed to Network Rail. As a result of these problems, you will be eligible to claim compensation for any delays caused:

• Failure of points (sections of track that move at junctions).
• Signal power failure.
• Track circuit failure.
• Telecoms failure.
• Overhead line problems.
• Buckled or broken railway tracks.

• Acts or threats of vandalism or terrorism.
• Suicides or accidents involving trespassers.
• Gas leaks or fires in line-side buildings (assuming it wasn’t the fault of a train or rail service company or its staff).
• Line closures at the request of police or emergency services.
• Exceptionally severe weather conditions, as decided by the train operator. (If weather conditions aren’t “exceptionally severe” and you’re delayed, you should be able to get a refund although this is a grey area. It’s not listed in the train company rules so therefore it’s worth putting in a claim to see what you can get.)
• Riots or civil commotion.
• Fire, mechanical or electrical failure or a defect (except where this is caused by a train company or its staff, or as a result of the condition of a company’s trains).

It’s essential to understand that these regulations represent the minimum standard, and many companies that don’t provide Delay Repay will still offer benefits exceeding the national requirements.

Use a clever tool to check how long you were delayed for

If you need to double-check the length of a recent delay in order to claim, you can try using the nifty Recent Train Times website. It gets its data from Network Rail (though this doesn’t necessarily mean the train firm will agree) for routes in England, Scotland and Wales (though it doesn’t cover London Underground).

The data provided extends back for three months, but keep in mind that claims for delays must be submitted within 28 days.

To access the information, choose the stations you traveled between, specify the date you need data for, and select both ‘average and actual times’ in the arrival time box. This will display the actual arrival times of the trains during that period.

3 – You’ll usually get at least 25% of your fare back 50% fair refund

Many companies that have implemented Delay Repay now provide a refund of 25% of the fare (or the fare for that segment of the trip if you have a return ticket) for delays ranging from 15 to 29 minutes. In contrast, companies that follow the 30-minute Delay Repay scheme or the previous compensation system generally offer a minimum refund of 50% for valid delays.

For a few companies that don’t utilize Delay Repay, compensation typically begins only after a delay of one hour or more.

Here’s the minimum refund you can expect from companies that follow the Delay Repay system (refer to the complete list above for details):

The minimum you’ll get with Delay Repay

(1) Currently only available on c2c, Gatwick Express, Greater Anglia, Great Northern, Great Western Railway, Island Line, London Northwestern Railway, Northern, Southern, South Western Railway, Stansted Express, Thameslink, Transport for Wales Rail and West Midlands Railway.

If the train company’s not using a Delay Repay scheme, the bare minimum it has to offer according to the National Rail Conditions of Travel is set out in this table.

The minimum refund you’ll get without Delay Repay

Remember though, most of those that don’t do Delay Repay will still offer more than the minimum, so see the full list of train firms’ polices for details.

4 – You can claim for delays on almost all ticket types, even if you haven’t got a ticket for a specific train

If your train experiences a delay, you generally have the right to make a claim regardless of whether you have an advance, off-peak, or season ticket.

The compensation you receive will be a percentage of the fare you paid for your ticket. For those with season tickets, this compensation is typically calculated based on a portion of the cost of their weekly, monthly, or annual ticket.

However, there is an exception: some season ticket holders traveling with companies that follow the older compensation system cannot claim for individual delays. Instead, these passengers will receive a discount on their next season ticket renewal, reflecting overall performance issues over the year. For specific details, consult your train company’s policy.

5 – You can claim cash or a cheque not just vouchers

According to the National Rail Conditions of Travel, which establish the baseline requirements for train operators, passengers are entitled to receive at least one type of financial compensation for delays. This compensation might be provided through a bank transfer, a cheque, or a refund to your credit or debit card. Train companies may also opt to offer rail vouchers as an alternative.

If the delay is attributable to the train company, you also have the right to request a refund through your initial payment method.

6 – You can try to use the full clout of the law to claim for delays or shoddy onboard service no seats available

Travelers now have an additional recourse if they experience poor service while using the trains. Since October 2016, the Consumer Rights Act has been applicable to the rail sector, which means you have enhanced protections if something goes awry—although this legal avenue is still somewhat uncharted, so results aren’t assured.

In essence, the act stipulates that train operators must deliver their services with “reasonable care and skill.” If you’ve purchased a ticket since October 1, 2016, and believe that the service has fallen short of this standard, you can lodge a complaint and reference the Consumer Rights Act in your grievance.

This expands the scope of potential claims beyond what was permitted under the previous passenger charter and Delay Repay programs. Now, complaints such as insufficient seating, malfunctioning toilets, or even minor delays could be addressed. Additionally, any information provided by the train company about a service should be considered binding. For example, if the company guaranteed Wi-Fi for the whole trip but failed to provide it, you could have grounds for a claim. To pursue this:

• Contact the train company directly and quote the Consumer Rights Act. When addressing a dispute over inadequate service, reference the applicable part of the act, which is probably Section 49 – ‘reasonable care and skill.’ Clearly state what you’re requesting, whether it’s a replacement ticket or a refund. Also, provide any supporting evidence or pertinent details, like photographs or social media posts related to the problem.
• If the company refuses your claim… If the issue remains unresolved after eight weeks, you have the option to escalate it to the Rail Ombudsman. This independent, no-cost organization is equipped to investigate complaints and provide compensation if warranted.
• If your claim’s still turned down, your only option is going to court. This might be a situation for small claims court, but you should carefully consider if it’s worthwhile. For additional details, check out our guide to Small Claims Court.

It’s important to remember that the law applies only to circumstances under the train company’s control, and as of now, there isn’t a precise definition of what constitutes “reasonable care and skill.”

Although this area is still developing and successful cases are not yet common, there are some who have achieved positive outcomes with such complaints. For example, Marjorie shared her experience: “I complained about a staff member and was rewarded with an open first-class ticket.”

What can you ask for under the Consumer Rights Act?

Under the Consumer Rights Act you can ask for:

• A repeat ‘performance’ (ie, journey) if the service didn’t match up to what was said or written. This may not be possible though if your ticket was for a specific time and date.
• A price reduction, including a refund of up to the full price of the ticket.

When a refund is issued, the company has 14 days from the date they agree to process the refund to return your money using your original payment method, unless you consent to an alternative arrangement. Additionally, they are not permitted to impose any fees or administrative charges in the process.

7 – ‘I got £2,400 back on my Southern Rail season ticket’ – can you claim via your card firm?

A few years ago, a frustrated Southern Rail commuter made headlines after managing to reclaim half the cost of his season ticket through credit card protection due to subpar service.

American Express has conceded to the commuter’s request, who argued for a partial refund due to the fact that half of his train services had either been delayed or cancelled.

According to Section 75 of the Consumer Credit Act, if you purchase an item costing between £100 and £30,000 and use your credit card to pay either partially or in full, your credit card provider shares liability with the retailer in the event of an issue.

If you made your payment with a debit card, you have the option to request a chargeback, which involves asking the bank of the supplier (in this case, the train company) to return your funds. Although chargeback is a customer service commitment rather than a legal obligation, you typically need to file a claim within 120 days.

Banks might sometimes opt to process a refund through the chargeback system even if you’ve initially pursued a Section 75 claim. The specifics of whether this happened in your situation may be unclear. Nevertheless, if you used a credit card, it’s advisable to first pursue a Section 75 claim, as it offers stronger protection.

How to try and claim

According to the official guidelines, you typically cannot file a Section 75 claim if you have already received compensation through another method. Despite this, the rule remains unproven, so it might still be advantageous to submit a claim even if you have already obtained compensation for specific delays from your train operator. Here’s a suggested approach:

1. Gather evidence.The stronger the evidence of the amount of delays you have, the better. The Office of Rail and Road has train delay data back to 2010, and your train company should have some data on its site.
2. Determine the amount you’re requesting. The commuter asked for a 50% refund, reflecting the percentage of train delays he experienced. You can use this approach as a guide.
3. Reach out to your credit card issuer and request a Section 75 claim form. You might need to provide a reason for your claim; refer to our Section 75 refunds guide for assistance in explaining your situation.
4. Submit your claim with all your evidence. Include every scrap of evidence.
5. If your request is denied, you have the option to appeal. The Financial Ombudsman has the authority to overturn the decision. For detailed information on how to file an appeal, refer to our Section 75 guide.

The process for claiming a refund with a debit card is quite similar, but you need to first attempt to resolve the issue directly with the rail company. If that does not succeed, you should then contact your bank or card issuer to initiate a dispute for the transaction. For further details, refer to our Chargeback guide.

8 – Got a season ticket? Check if you’re due even more at renewal

Most season ticket holders (those who’ve purchased a monthly or longer pass) can request compensation for specific delays, though there are some exceptions. Check the complete list of policies from train companies below for details.

Additionally, if you have a monthly or annual season ticket and encounter what is termed ‘sustained poor performance,’ you might be eligible for free travel or a discount upon renewal.

The precise definition can differ between train operators (see below for details), but it generally refers to scenarios such as having 12 delay claims within a span of 20 working days, or if the overall punctuality drops beneath a specific threshold.

If you think you may be eligible to claim, you can check train delay data for the past three months using the Recent Train Times tool, or if you need to go back further you can use the Office of Rail and Road tool (but it can be a bit clunky).

Certain companies will automatically apply the discount if you renew your ticket within a specified timeframe. However, other companies may require you to reach out to customer service. If you’re uncertain, it’s best to get in touch with your train provider.

9 – Most companies WILL pay out for strikes

Don’t assume that a strike will prevent the company from compensating you for delays. If the company offers a Delay Repay program and your delay exceeds 15 minutes (although this threshold can differ by train company), you’ll still receive compensation, regardless of the delay’s cause.

However, keep in mind that TfL does not provide compensation for delays resulting from strike actions.

10 – You may struggle to claim for other losses

According to the National Rail Conditions of Travel, if a train is delayed or canceled, the maximum compensation you can receive is the cost of your ticket. This means that, generally, the company is not obligated to reimburse you for any additional expenses, such as unused theater tickets or missed flights. However, the conditions do allow for consideration of exceptional situations.

It might be worthwhile to attempt a claim or to communicate with the organizer of the event you were attending to explore any potential assistance they might offer. Additionally, if you are traveling and have travel insurance, check whether your policy provides coverage for these types of issues.

11 – In Northern Ireland? The rules are different

In Northern Ireland, train delay refunds are processed differently compared to other parts of the UK. Unlike in the rest of the UK, the National Rail Conditions of Travel do not govern these refunds in Northern Ireland, though Section 75 and the Consumer Rights Act still apply.

Translink, the operator of NI Railways, has its own ‘Delay Repay’ scheme. However, this scheme operates differently from the equivalent schemes in England, Scotland, and Wales.

While the delay thresholds remain largely consistent, compensation is provided in the form of vouchers rather than cash. Importantly, you cannot make a claim under all circumstances—Translink will not offer compensation if the delay results from security alerts, criminal activity, severe weather, or other factors beyond its control.

Don’t want to travel? Get a full refund

If your train experiences a delay or cancellation and you choose not to travel, the process is fairly straightforward (excluding season ticket holders):

Should you discover that your journey is delayed (regardless of the duration) or cancelled after purchasing your ticket, you are entitled to request a full refund if you opt out of traveling.

It’s crucial to remember that this rule still applies if you choose not to travel, even if your train is delayed by just a few minutes, as long as you’re not using a season ticket. Point 30.1 of the National Rail Conditions of Travel says:

If the train you intended to use is cancelled, delayed, or your reservation will not be honoured, and you decide not to travel, you may return the unused ticket to the original retailer or train company from whom it was purchased, where you will be given a full refund with no administration fee being charged.

To get a refund for your unused ticket, you can head to a ticket office, call the train company or fill out a form online.

The rules are different for season ticket holders

With a season ticket, you have fewer options if your train is canceled—unlike with single tickets, you can’t simply opt out of traveling and receive a full refund. This is because a season ticket is not tied to a specific time, so it’s assumed you’ll be able to board the next available train. However, if this results in a significant delay, you may still be eligible for compensation. For detailed information, refer to your train company’s policy.

A few companies, like Chiltern Railways, which still follow the older passenger-charter compensation model, might issue a “void day” in cases of major disruptions. This could potentially earn you a discount on your next season ticket.

What if I booked via a third-party website?

If you purchased your tickets through a third-party site like RedSpottedHanky, you’ll need to return them to that site. Be aware that this must be done within a specific period. Typically, you have 28 days to submit your claim, and processing may take an additional 28 days. However, it’s important to review the policy of the relevant train company for precise details.

What if I’m halfway through my journey?

If you’ve utilized any portion of the ticket, your refund will be reduced. Verify with the specific company the exact amount you are eligible to reclaim.

What if I’m travelling on an open ticket and my train’s cancelled?

Regardless of whether you hold an advance, off-peak, or anytime ticket, you’re entitled to a refund if your train is cancelled or delayed and you choose not to travel. The sole exception to this rule is season tickets.

What if I’m stranded? Is the train company obliged to help out?

Passengers who find themselves stuck due to issues considered to be under the control of a train company (find out what this includes here) should be transported to their destination or offered overnight lodging by any train company capable of assisting, provided it is reasonably feasible. Be sure to keep any receipts for additional expenses you incur.

Typically, if a train cannot complete its journey, taxis are usually arranged at no extra charge to the passengers.

If I take another form of transport because my train’s cancelled, will the train firm pay?

It’s highly unlikely that you’ll be compensated for choosing an alternative mode of transportation if your train is canceled. You should be able to get a refund for your train ticket, but the train company typically won’t cover the cost of other travel options you might choose.

However, the train company might offer a ‘rail replacement service,’ like a bus or taxi, which you shouldn’t have to pay for.

As a general guideline, if you face delays, it’s a good idea to inquire with the train company about any free alternative transportation or routes available to reach your destination.

The trains are running fine, but I’ve now decided not to travel. What are my options?

If you decide not to travel despite trains running smoothly—perhaps because your plans have shifted, like booking a seaside trip only to find dreadful weather—there may be a chance for a refund, but it hinges on the type of ticket you purchased. For instance, ‘Super Advance’ tickets typically aren’t refundable in such scenarios.

Additionally, some train operators impose a £10 administration fee for processing refunds when you opt not to travel, though this fee is waived if the train was canceled or delayed beyond your control.

How to claim in less than five minutes

Although the regulations governing refunds for train delays can be intricate, the process for submitting your claim is simple and fast. Just adhere to these five steps:

1. Identify the train company operating the service and determine the amount you can claim as a refund. (Refer to the policies of each company listed below.)
2. Make a note of the delay and the reason for it (if you can’t remember the length of the delay, use the Recent Train Times tool). Fill in the claim form – you can find it online (see a list of firms’ websites below) or request one from the station or by phone.
3. Hold onto your tickets, as you’ll need to either take a photo or scan them if you’re applying online. Alternatively, you can mail them to the train company if you’re choosing to make your claim by post.
4. Apply within the time limit of 28 days.
5. If your request for compensation or a refund has been denied but you believe you still have a valid case, it’s important to lodge a complaint. For further steps on addressing a rejected claim, including involving the oversight body Transport Focus, refer to the detailed guidance provided below.

While most season ticket holders are eligible to request compensation for individual delays, the regulations can differ. It’s also advisable to verify if you can seek compensation for ongoing delays. Refer to the season ticket policies for more details.

I’ve heard some companies give compensation automatically, do I need to do anything?

Several train operators are beginning to provide automatic compensation for delays. For instance, c2c now issues automatic payments to smartcard users for delays ranging from 2 to 29 minutes. Similarly, Virgin Rail compensates passengers who booked advance tickets on its West Coast route via its website or app for delays of 30 minutes or longer, without requiring a claim to be made.

Additional companies are expected to implement automatic compensation in the near future. However, it’s advisable to verify that the compensation you receive aligns with the amount you’re entitled to for any delays.

What if I’ve lost my ticket?

If you happen to misplace your ticket, your best alternative is to present proof of purchase. Ideally, this would be a receipt for the ticket. If that’s not available, you might use a booking reference number from an online reservation or a credit card statement if you paid with a card. While there’s no certainty of success without the ticket itself, the Office of Rail and Road, the rail regulator, indicates that nearly all train operators will accept other forms of proof.

Can I claim if I used an Oyster card?

Absolutely. Whether you’ve used a pay-as-you-go system or a travelcard with an Oyster card for National Rail journeys, you can claim compensation for delays and cancellations just like those with paper tickets, in accordance with the policies of the respective company.

To do this you will need to include a copy of your journey history with your claim, which you can get from any London Underground station, any London Overground station or any Oyster ticket stop. If your Oyster card is registered you can also get this online by logging into your account on the TfL website.

How can I keep my ticket to claim a refund if I need to hand it in at my arrival station?

Simply inform the staff at the ticket barrier that you need to retain your ticket for a claim. If a ticket inspector hasn’t already marked it, they’ll add a date stamp to indicate it’s been utilized.

Can’t I just return my tickets at the station for a refund?

If you’re seeking a refund for a canceled train, you can request it at the station, and it will be returned to you in the same form you used for payment—cash payments will be refunded in cash. However, for refunds due to delays, you’ll need to submit a request, and processing can take up to 28 days.

I’ve bought my tickets online and haven’t picked them up yet. How can I claim?

If you haven’t picked up your tickets yet and plan to collect them from the station, you can still request a refund. This could be the case if your train was canceled and you chose not to retrieve your tickets, or if it was delayed and you opted to drive instead. You can obtain a refund by providing your booking reference.

What if the ticket’s from a third-party website?

It’s a slightly different story if you buy tickets via a third-party website such as RedSpottedHanky or Trainline*.

If your train is delayed, reach out directly to the train operator you traveled with for assistance. However, if your train was canceled and you need a refund for an unused ticket, you should contact the third-party service from which you purchased your ticket. They typically process refunds for unused tickets and you should receive a full refund, similar to what you’d get from the train company itself (just be sure to review the terms and conditions).

To request a refund, you’ll need to download and complete a form from the relevant website and send it along with the original tickets. Be aware of potential administrative fees: RedSpottedHanky imposes a £10 fee, whereas Trainline does not charge administrative fees but does not refund booking and card fees.

Are train delay apps worth it?

Many apps are available that claim to assist with claiming compensation for train delays. However, these apps often come with a monthly fee or take a percentage of your compensation.

Typically, these apps require you to upload a photo of your ticket and provide some details, allowing them to complete the train company’s claim form on your behalf.

While filing for train delay compensation is generally free and simple, some people find these paid apps useful because they simplify the process and ensure they get compensation for delays they might otherwise ignore. Ultimately, whether or not these apps are worth the cost is up to you to decide.

Refund policies by train company

For full details of each firm’s refund policy, and to claim online, see their website below:

• Avanti West Coast
• c2c
• Caledonian Sleeper
• Chiltern Railways
• CrossCountry (Train cancelled? Email sales.support.crosscountry@trainsfares.co.uk or call 0371 244 2389.)
• East Midlands Railway
• Eurostar
• Grand Central
• Gatwick Express
• Greater Anglia
• Great Western Railway (GWR) (Train cancelled? Go to Unused ticket refunds instead.)
• Great Northern
• Heathrow Express
• Hull Trains
• Island Line (part of South Western Railway)
• London North East Railway (formerly Virgin East Coast)
• London Northwestern Railway
• London Overground
• London Underground
• Merseyrail
• Northern
• ScotRail
• South Western Railway
• Southeastern
• Southern
• Stansted Express (part of Greater Anglia)
• TfL
• Thameslink
• Translink
• TransPennine Express
• Transport for Wales Rail (formerly Arriva Trains Wales)
• West Midlands Railway

Claim rejected? What to do next

If you’re dissatisfied with the way your individual delay compensation application has been processed, your initial step should be to file a complaint directly with the train company.

You can do this by using the free online complaints tool Resolver*, which will help you draft, track and manage your complaint. It will also escalate it if you’re unhappy with the response.

Or you can download our template letter, which you can then adapt accordingly and post or email to the train company.

No luck? Check if you can escalate to the Rail Ombudsman

If you’ve sent a letter of complaint to a rail firm, and you’re either unhappy with the final response you get (sometimes known as a ‘deadlock letter’) or your complaint hasn’t been resolved within eight weeks of the firm receiving it, you can go to the Rail Ombudsman.

Travel on London Underground, Overground or TfL Rail? You’ll need to escalate your complaint to independent watchdog London TravelWatch instead. You can check its map to see if your journey falls within the area it covers.

Here’s how to escalate your complaint to the Rail Ombudsman:

1. Check the Rail Ombudsman can deal with your complaint. The Rail Ombudsman will only consider complaints about things that have happened since it was launched on 26 November 2018.It will consider complaints about service, such as delays and cancellations, lack of reserved seating and toilets being out of use. For the full list, see below.
2. How to complain. You can escalate your complaint online, or attach an application form to an email or post it to ‘Freepost Rail Ombudsman’.When you escalate a complaint to the Rail Ombudsman, it will ask you to explain what happened and what you would like the rail firm to do. Depending on the nature of your complaint, it may also ask you to include evidence such as letters, tickets and receipts.

Which complaints are covered by the Rail Ombudsman?

• Delays and cancellations.
• Customer service.
• Safety issues, eg, overcrowding.
• Info given about journeys or engineering works.
• Availability and accessibility of facilities in stations including announcements, cycle storage, escalators, lifts, lost property, parking, ticket sales, toilets and waiting rooms.
• The quality of facilities and services available on a train including air-conditioning, announcements, food and drink, heating, information, priority bookings, reserved seats, toilets and Wi-Fi.
• Passenger assistance, facilities for passengers with disabilities, and discrimination or issues arising under the Equality Act 2010.

Which complaints aren’t covered by the Rail Ombudsman?

• Public policy on transport, privatisation or how the rail industry is run.
• Strikes.
• How a railway line affects your home.
• Penalty fare or parking fine appeals.
• Complaints relating to the outcome of staff disciplinary action.
• Complaints that have been dealt with already or which are being investigated by another body, such as the courts.
• Issues outside the control of the rail firm concerned.
• Complaints where you have already accepted a decision or offer made by the rail firm concerned.
• Claims for business losses.
• Claims for more than £2,500 in compensation.
• Events that took place before the Rail Ombudsman service was established on 26 November 2019.

How I do escalate a complaint in Northern Ireland?

The Rail Ombudsman covers England, Wales and Scotland, but not Northern Ireland. To complain there, first go to Translink, the company that operates NI Railways. If you’re not happy with the response, you can escalate your complaint to the Consumer Council for Northern Ireland via online form, contact@consumercouncil.org.uk or 0800 121 6022.

Rail Ombudsman can’t help? Try Transport Focus

If your complaint falls outside of those covered by the Rail Ombudsman, eg, it’s about rail industry policy or a rail ticket retailer, try independent passenger watchdog Transport Focus.

It commits to making every effort to address your complaint, even if that means referring it to another organization it deems more capable of handling the issue. Nonetheless, it is not an ombudsman and does not possess the authority to compel train companies to take action.

Transport Focus also publishes passenger satisfaction survey results, so you can see what your fellow passengers think of your train company.

Use social media to shame the firm into action

If you’re struggling to get in touch with a train company through other means, social media can be an effective alternative. Platforms like Twitter may not only help you make contact but also potentially prompt a quicker response or even lead to a refund, especially if you publicly highlight your issue.

All else failed? You could try going to court – but only in extreme cases

If you’ve exhausted all other options and still haven’t resolved your complaint, your last resort is to consider taking your case to the small claims court. However, it’s important to note that this is quite unusual – in fact, there are no known instances of passengers pursuing this path, and Transport Focus has also not reported any such cases.

For additional details, including potential expenses, consult our guide on Small Claims Court. If you manage to achieve a favorable outcome through this process, we would appreciate hearing about it.