Submitting a claim for a delayed UK train
If you've traveled on a National Rail service (any domestic train in the United Kingdom) and you experience a cancellation or delay, you may be eligible for compensation.
If your train was delayed, you will need to submit the claim your yourself to the relevant rail operator. Please see the following information for specific details. To see if your fare conditions permit a refund outside a disruption, our Help article Refunding your ticket has more information.
IN THIS ARTICLE
For most UK rail operators, you will need the following to submit a claim:
- Name and surname
- Email address
- Telephone (including dialling code)
Details of your claim
Include details of the affected journey (departure and arrival stations), the train number, date and time. Provide relevant information regarding your claim, such as the delay incurred or disruption to your trip. Keep it short and simple.
You will need to photograph, scan or post your tickets as proof of travel when you submit your claim.
Proof of delay or cancellation
If possible you should obtain proof of the cancellation or delay to the service. You can obtain proof:
- From staff on board the delayed train. The length of delay will usually be written on your ticket and stamped (“validated”) by the conductor.
- At the station after the journey, provided that staff have sufficient information to confirm the delay.
Receipts for any other expenses incurred (if applicable)
Include copies of receipts for additional expenses incurred (if applicable). Necessary expenses are defined in accordance with the Conditions of Carriage e.g. alternative transport/taxi receipt, hotel bill if overnight accommodation was necessary.
Contact info by rail operator
Your booking confirmation email shows which rail operator was responsible for your delayed journey:
How will the refund be paid?
If your claim is approved, how you'll be paid varies between rail operators so you'll need to check with yours for specific payment types. Options include:
- BACS payment directly to a UK bank account
- Direct payment to a debit/credit card or PayPal
- eVouchers or rail vouchers