FAQs

  1. How many days do have after a delay to my journey can I make a claim against my Rail Operator?
  2. What do I receive from the Rail Operator as compensation for my delay?
  3. Can I make a claim for a Cancelled train?
  4. If I am a season ticket holder what type of compensation can I expect to receive?
  5. When a claim is made to my Rail Operator how many days will I have to wait before I will receive compensation?
  6. How do I know if a delay is valid for a claim against my Rail Operator?
  7. My train was over-crowded and I didn’t get a seat. Do I get compensation?
  8. I am a First Class ticket holder and my train was ‘declassified’. Do I get a refund?

  1. How many days do have after a delay to my journey can I make a claim against my Rail Operator?
    A claim for compensation should be submitted to your Rail Operator within 28 days of the incident to be eligible for compensation.
  2. What do I receive from the Rail Operator as compensation for my delay?
    You will receive National Rail Vouchers to the value of atleast 25% of the price paid for that journey. For return tickets this relates to the affected part of the journey.
  3. Can I make a claim for a Cancelled train?
    Yes you can claim for a cancelled train if you were not advised of the cancellation before you brought your ticket.
  4. If I am a season ticket holder what type of compensation can I expect to receive?
    Your rail operator will work out compensation that is due based on the Daily Proportional Rate (DPR) of the cost of the ticket for the leg of the journey that is delayed. For example: if your Monthly ticket cost £129.00 there are 30.43 days in a month so that’s £129.00/ 30.43 days which = £4.23 in compensation
  5. When a claim is made to my Rail Operator how many days will I have to wait before I will receive compensation?
    Most rail operators endeavor to reply and make compensation payouts within 15 days of receipt of the claim; this may not be the case if there is a dispute about the nature of the claim.
  6. How do I know if a delay is valid for a claim against my Rail Operator?
    We will only advise you of delays that match your journey that are valid for a claim with your Rail Operator. Not all Rail Operators have the same policy some pay-out for 30 minute delays while others only pay-out for delays on 1 hour or more.
  7. My train was over-crowded and I didn’t get a seat. Do I get compensation?
    Regretfully Rail Operators do not pay compensation for having to stand during your journey as they cannot guarantee to provide a seat for everyone during peak periods. The aim of most Operators during their busiest times is that nobody should stand for more than 20 minutes.
  8. I am a First Class ticket holder and my train was ‘declassified’. Do I get a refund?
    When trains are exceptionally busy a conductor may consider whether de-classifying First Class is appropriate; allowing this accommodation to be open to all ticket holders. In these situations a refund for the difference between a Standard Class ticket and a First Class Ticket will be issued if you have written confirmation from the conductor that this occurred and a refund will be given at the ticket office.