Seeking compensation for a delay

If your train journey is disrupted due to delays or cancellations, you may be eligible to claim compensation from the rail operator under the international rules governing train journeys, known collectively as CIV. This article contains general advice for travellers whose trip is affected by a late train. 

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Evidence required for a claim 

You should keep all tickets, and ensure that relevant tickets are validated by the ticket inspector on board (or at a ticket office) to provide evidence of the delay or cancellation. Tickets are typically stamped or initialed with the length of delay written on. You should also keep copies of any receipts if you are forced to incur additional expense (for example an unavoidable taxi fare).

When you return from travelling, you should contact us with full details of the disruption so we can advise you on the best course of action. Claims and complaints must be submitted to the rail operator as soon as possible, but at the latest within 3 months of the end of the rail journey. Claims without the original ticket/s unfortunately won't be accepted.  

How to submit your claim

Different rail operators have different processes for dealing with claims. Sometimes we will provide instructions on how to contact the rail operator directly to submit your claim yourself, or we may ask you to send tickets and other evidence to us so we can submit the claim on your behalf. 

What compensation can I expect?

The decision of when compensation is due, and how much, lies with the rail operator. This is not under the control of Loco2. Some "force majeure" events may mean that compensation is not paid even in cases of significant disruption. We always recommend taking out appropriate travel insurance for your journey.

Although Loco2 can't guarantee that compensation will be awarded for your claim, the CIV rules include the following guidelines for compensation, provided the cause of the delay was within the control of the railway: 

  •  from 60 minutes to 119 minutes of delay: 25% of the fare you paid for the delayed train; 
  • from 120 minutes of delay: 50% of the fare you paid for the delayed train;

Most rail operators issue compensation as money, which will be paid into the account that was used to place the order. However, some rail operators will issue compensation in the form of vouchers which can be redeemed for future travel. 

What is CIV?

In Europe, domestic travel is generally protected by CIV if you can provide evidence of onward cross-border travel. Note that any purely domestic delays/cancellations will be handled by the  standard delay compensation procedure. The acronym "CIV" is printed on eligible tickets to show that they are covered under the terms of the contract

A full explanation of what CIV is and how it offers protection for passengers can be found in our article:  Understanding CIV.

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