Compensation

If you feel you have received poor service you are entitled to make a complaint. Train companies will consider each claim on a case by case basis but they are only obliged to pay compensation in certain circumstances.

Delays

Each train company offers different amounts so check the company's Passenger's Charter.

1. Individual journey tickets

As a minimum you are entitled to:

  • 20% of the price paid for a single ticket
  • 10% of the price paid for a return ticket if the delay is just on one of the journeys
  • 20% of the price paid for a return ticket if both legs are delayed.

Train companies do not have to pay out if the delay was caused by something outside the control of the rail industry. This means things like vandalism, exceptionally severe weather and when the police or emergency services close the line. For more information see the National Conditions of Carriage.

  • claims need to be made within 28 days of completing the journey
  • send the ticket for that journey with your complaint. No ticket often means no compensation

  • compensation is usually paid in rail vouchers but if you prefer another method then request it.

2.  Season tickets

a) Weekly season tickets

As a minimum, if you are one hour late at your destination station, you are entitled to:

  • 20% of the price of the weekly ticket divided by seven

b) Monthly or longer season tickets

Different train companies have different policies so you should check the relevant Passenger's Charter on their website.

Generally there are two types:

1. A discount on your ticket when you renew depending on whether the performance targets for the routes you
travel on have been met. This should be automatically deducted but don't forget to check!

2. You are entitled to compensation each time you are delayed for at least 30 minutes - this is known as 'Delay repay'. You have to make a claim - it is not paid out automatically. Details on how to claim will be on the train company's website.