Train delays & cancellations

Most train companies now operate a system called “Delay Repay”, which means that you get part or all of your money back if your delay is over a certain amount. You are entitled to get 50% of your fare back if the train is delayed by more than 30 minutes and 100% if it’s delayed by more than an hour. A recent addition to the delay repay rules in October 2016 now means that some train companies will give you 25% of your fare back if it’s 15 minutes delayed - more information on the specifics in the tables below.

But it doesn’t end there. What train companies don’t tell you is that you can now claim for a lot more than just a delay to your journey - you can also claim compensation for poor service and consequential costs resulting from your delay.

 

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Train delay compensation can be up to 100% of your fare depending on the length of the delay.

Single train tickets

  Single train tickets

Delay length	Entitlement
15-29 minutes	25% of single fare
30-59 minutes	50% of single fare
60-119 minutes	100% of single fare
120+ minutes	100% of single fare or return fare back

 

Season train tickets

The table below shows your entitlement for weekly, monthly and annual tickets. Based on the amount you paid for the ticket and the length of the delay, you can calculate how much you are owed. For example, say you hold a monthly ticket that cost £1,000 and experienced a delay of 90 minutes, you are entitled to a claim of £1000/40 = £25 compensation.

  Season train tickets

Delay length	Weekly tickets	Monthly tickets	Annual tickets
15-29 mins	1/40th	1/160th	1/1856th
30-59 mins	1/20th	1/80th	1/928th
60+ mins	1/10th	1/40th	1/464th

15-minute delay repay source

Claiming a refund

Some train operators are looking at introducing an automatic refund. If you are delayed by more than 30 minutes and have booked via their website or via their app they will issue an automatic refund. Automatic refunds are also available on purchases made using a c2c Smartcard that have suffered delays of more than 2 minutes.

If you didn't travel with a service offering automated delay repay, you will need to claim a refund using a paper form provided by the train operator, or you can use our online form to request compensation.

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Unfortunately, some companies, including TFL, Chiltern Railways, Arriva Trains Wales, Grand Central, and First Transpennine Express, don't yet offer Delay Repay.

If the delayed journey was not with a train company currently using a Delay Repay scheme, the bare minimum it has to offer differs according to the National Rail Conditions of Travel. This is what is referred to on the back of your train ticket. It is worth checking the compensation policy with these companies directly.

They only have to offer compensation when the train is delayed by 60 minutes and even then only have to offer a 50% proportion of the fare’s value back. However, although this is the statutory minimum, in many cases they will pay out on shorter delays, so it’s always worth submitting your claim.

Season ticket holders for firms operating on the old-style compensation, will get money off the following year’s ticket at renewal. However, if you’re not renewing your season ticket, explain your circumstances and why you feel you deserve compensation for the poor service.

When can I not claim for a repayment/compensation?

A refund often doesn't apply if delays, cancellations or poor service happened for reasons outside the train company's control, for example: exceptionally severe weather, vandalism, riots or civil commotion. This can also include suicide.

Can I claim for a strike?

Most train operating companies will pay out for delays caused by strikes.

What if I am in Northern Ireland?

The National Conditions of Travel do not apply in Northern Ireland. Translink the train operator does have a delay, repay scheme and only provides vouchers and not cash compensation.

 

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If you’re taking the tube, DLR, TFL Trains, London Overground or even the cable car in London, the rules about delays are a little different.

London Underground will refund you the single fare for the delayed journey you’re on if it's:

15 minutes or more on Tube, DLR or Emirates Air Line (cable car) services

30 minutes or more on London Overground or TfL Rail services

It’s not automatic so you’ll have to tell them about it. There are a number of exceptions to the refund scheme, namely:

You get free travel

The delay is caused by planned engineering work or service changes


Security alerts

A customer incident, like a person falling ill on a train

Adverse weather conditions

Strike action

If you are traveling on London Overground or TfL Rail Services and your delay is over an hour, then you can claim under the usual train delay rules.

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Can I claim any costs and expenses incurred by a delay or cancellation?

If a delay or cancellation has caused any out-of-pocket expenses, you should be able to claim them back under the National Rail Conditions of Travel and Consumer Rights Act 2015 – although this is technically still at the company’s discretion.

This doesn’t apply to delays or cancellations caused by something out of the train company’s control.

Getting on another train if your train is delayed or cancelled

So if your train has been cancelled you need to think about how you are going to get to your destination. You should be able to get a later train or take an alternative route. If you take an alternative route check with train staff before you travel.

If you decide not to travel because of the delay or cancellation

Then you have the right to give your ticket back for a full refund.

Miss a connection because your train was delayed or cancelled

If you miss a train because of a delay or cancellation then you can still claim and can make the claim against the train operator that delayed your journey. You can choose to get an alternative form of transportation (of reasonable cost) and get a refund for the unused ticket.

No first class available

If your train is delayed or cancelled and your replacement does not have first class, then you can apply for a refund for the difference between the first class ticket and the standard ticket price of the journey that was affected.

Delayed train packed so I moved to first class

If you moved into First Class because the train was packed due to a delay, you will be liable for a fine if caught, as you do not have a first class ticket.

Cancelled trains: your rights

If it's a refund for a cancelled train, you should be able to get a refund at the station and it'll be paid back to you in the way you paid for it - so if you paid in cash, you'll get cash back. But if you want a refund for a delay, you'll need to apply for one and it'll take up to 28 days.

Vouchers or money?

If your train is late or cancelled and you want to claim back from the train company, you are entitled to money back, often as a cheque. Previously you were only entitled to compensation as a voucher. The voucher could be used on any train operating company (TOC). It is your choice how you would like to get your compensation.

Advanced tickets

If you have an advance ticket and you wish to change the ticket you must do this before you travel. If you undertake any changes you are potentially subject to a £10 administration charge. If you cancel a ticket the refund is subject to a £10 administration charge, except where the train is delayed or cancelled. In these situations you can claim for compensation.

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Issues that you theoretically could claim under the Consumer Rights Act include:

Overcrowded trains

Lack of Wi-fi when it was promised

On board media content not available

Broken toilets

Consequential losses - money you’ve had to spend as a consequence of the problem

The Consumer Rights Act’s ‘reasonable care and skill’ section also provides cover for what are described as consequential losses, so if the breach of contract resulted in additional costs. For example, you had to get a taxi because you would otherwise have an unreasonable wait or in extreme circumstances even a missed flight or a hotel.

N.B. This is new legislation and largely untested, so there aren’t guarantees, so we’d recommend you do not spend money you can’t afford to lose and we would love to hear about your experiences so that we can inform others.

Making your claim for consequential losses

As with all claims and complaints, it’s crucial to clearly explain:

What happened & when

What was the impact, explain what this impact cost in terms of time, money and/or effort to resolve

What you’d like the company to do & why, be clear and be reasonable

Provide evidence to support your claim, such as photos, or receipts

 

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You have 28 days from the date of the delay to apply for compensation.

To claim for compensation or a refund, you need to have the ticket, proof of purchase or a scan of the ticket for the specific journey for which you would like compensation. Without the ticket, train companies have no way of knowing whether the claim is genuine.


All train operating companies have different rules relating to customer issues; everything in this section is the national minimum standard to which the train companies must adhere.

All train operating companies must adhere to the National Conditions of Travel. These set the way issues must be handled and what compensation, if any, you are entitled to.


If an issue cannot be resolved with the train company, you have the right to take your case for independent inspection. This is the Rail Ombudsman.

National conditions of Travel

All train operating companies must adhere to the National Conditions of Travel. These set the way issues must be handled and what compensation, if any you are entitled to. If you require a refund, these must be via a paper-based form and include a copy of the ticket is required. You can ask for this at a station's ticket office, or online via Resolver.

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Following action

Setting up a case in Resolver will mean the company is automatically nudged with a reminder email if it does not respond. If you are not happy when a response does arrive, the system reminds you when you can raise your case to the next most senior level of management within the company.

If an issue cannot be resolved with the train company, you have the right to take your case for independent inspection. This is the Rail Ombudsman.

Claims management companies

These will take between 15% and 30% of your compensation to cover their costs and will manage your case for you. They may not take your case, however, as they tend to focus on low-effort cases. Our recommendation is to try to claim yourself, to begin with - either directly or through Resolver - before you use a claims management company.

Some franchises will process automatic refunds if you purchased online. Again, check your operator’s policy. For some operators, you can even upload your ticket via our app by taking a picture of it on your phone to make a claim.

If you are travelling by London Underground, then you only need to experience a 15-minute delay in order to claim a full refund for that single fare. You can do that on the TFL website. If travelling using an Oyster card in London and surrounding areas, ensure it is registered with TFL to prove your journey was made.

Don't forget to claim, check how long you have to make one. You may need to do it within 28 days of the delay, as some claims will not be accepted after that point.

If you have a train delay and can't get to your final destination, you may be able to claim for hotel/taxi costs - IF you make the stationmaster/conductor aware. Make sure to take their name.

If using paper tickets, always take photos to send off and hold on to the physical ones until your refund is processed. Unless you can prove it, you can't raise a case.

Remember, people power can make a difference. If enough people claim money back they are entitled to when a delay occurs, services will have to improve. The more you let it go, the less likely it is things will change. Plus, it can really add up to a useful sum!

Chat to fellow passengers. If you're stuck on a tube or train, strike up a conversation. You're all in the same boat, why not pass the time together. It's not as strange as it might seem!