Delays and Disruptions

If your train is cancelled, you can use your existing ticket to travel on the next available service.

For Advance Singles tickets, you can choose to travel on the earlier or later two trains operated by the same operator and stopping at the same station.

Flexible tickets, such as Off-Peak and Anytime tickets, allow you to travel at various times of the day.

Please remember to check the conditions of your ticket to see if you can only travel with a certain operator or route.

If you are unable to take the next train or decide not to travel, you are entitled to a refund. The quickest and easiest way to refund your ticket is to do it online. Simply log in to My Bookings, select your booking, and click on "refund tickets".

If your train journey is delayed or cancelled, you may be entitled to a full refund from the retailer of your ticket or compensation from the train company responsible for the delay.

Refunds:

If your train is delayed and you choose not to travel, you can obtain a refund for your unused ticket without any fees from the original retailer. If you purchased your ticket directly from a train company, you can find their contact information on the "Train Company" page.

Compensation:

If you experience a delayed service and arrive late at your destination, you may be eligible to claim compensation. You will need to request compensation directly from your train company.

Compensation will depend on:

The train company you travelled with, as different companies have different compensation schemes, but all offer some form of compensation.

The type of ticket you have, as compensation for a single Day ticket is calculated differently than that for a 7-Day Season ticket.

The length of the delay in reaching your destination, as each train company has its own compensation threshold, which will be detailed in their Passenger's Charter on their website.

Delay Repay:

Delay Repay is a nationwide scheme that simplifies the process of claiming compensation for delayed train journeys. If you experience a delay for any reason when travelling on a participating National Rail service, you can make a Delay Repay claim. Visit your train company's website to find out more about Delay Repay.

You can check the live train status on our Train Journey Planner in TrainPal. If your trains are impacted by strikes, corresponding warning signs will be displayed.

You can check the live train status on our Train Journey Planner in TrainPal. If your trains are disrupted, corresponding warning signs will be displayed.

You can check the live train status on our Train Journey Planner in TrainPal. If your trains are cancelled, corresponding warning signs will be displayed.

The flexible cancellation policy allows customers to travel on the following two services or the two previous services either side of their original cancelled train service.

All train operating companies offer Advance ticket customers the ability to travel on the next available train when their train is cancelled, both for on-the-day and advance-notice disruptions.

Most operators allow their customers to use the same tickets at the station, except LNER (customer needs to rebook online), Chiltern and Southeastern (customer needs to contact customer center).

The following train operating companies all offer their customers (or customers of companies within the same train operating company group) the option to also travel on earlier services: Avanti, Chiltern (at discretion of customer center), Grand Central, GWR (at discretion of customer center), LNER (depends on seat reservation), and Southeastern (at discretion of customer center).

Where multiple services or train operators are involved, train operators should provide sufficient flexibility to ensure customers can choose from appropriate alternative train service options, rather than just the two services before/after the original cancelled train, so that customers can complete their journey.