Frequently asked questions

"Hi, I'm Ali - and I'm here to help. It's my job to answer your questions on the issues that affect you as a rail passenger."

Who runs my station?
How do I complain to a train operator or service provider?
The ticket office queue is so long I might miss my train. Do I have to buy a ticket?
Am I entitled to a seat on the train?
Where can I find information about train times and fares?
What happens if I’m left stranded at the station?
Can I arrange assistance to help me on and off the train?
I've lost my season ticket - what can I do?
Can I take my bike on the train?
Can I travel on any train with my wheelchair?
Do I have to pay for my children to travel on the train?
I have lost my ticket - what are my rights?
I made a seat reservation which was not honoured, am I entitled to compensation?
I have lost my property - can I claim compensation?
I have lost my property, how do I find it?
I am intending to travel by train to the airport, is there anything I should do?
Can I travel with my pets on the train?
My train company has told me I am not entitled to compensation for my delay as the matter was 'out of their control'. What does this mean?
I have booked my ticket with a railcard - do I need to bring this with me?
If I buy a ticket in advance am I guaranteed a seat?
My journey was delayed, can I claim compensation?
Am I entitled to a full refund if my train is cancelled or delayed and I decide not to travel?

More help

Was your question there? If not, send us a question or call us on 0300 123 2350.

Just the ticket

With so many different choices of rail tickets, it is sometimes hard to know if you are buying the most suitable one for your journey. Download our guide to help you get the best value from your rail travel, Just the ticket, or call 0300 123 2350 and I'll send you a copy.

Season tickets

Are you making the most of your season ticket? Download Passenger Focus' guide to renewing season tickets or call us on 0300 123 2350 for a printed copy.