Submitting a claim for non-flexible tickets
If you have non-exchangeable and non-refundable tickets you may be entitled to a refund in exceptional circumstances. Each rail operator has a different policy about what classifies as an "exceptional circumstance", and unfortunately not all of them will accept a claim of this nature. All cases are assessed on a case-by-case basis by the rail operator, who may request official paperwork to accompany your claim.
If you have semi- or fully-flexible tickets and want to refund your tickets, please see Refunding your ticket.
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Most rail operators will only award compensation for non-flexible tickets if one of the passengers has a serious illness or injury, for which they are hospitalised on the day of travel.
Documents you will need to submit a claim:
- Letter from a hospital, showing date of admission. Letters from GP's/doctors are not accepted.
- Your original tickets, which you may need to send to us by post.
- Rail operator claim form. We will advise you if this is necessary
If approved, compensation awarded for illness is typically 50% of the original ticket value. However, this is at the discretion of the rail operator.
Compensation is usually only awarded when the death of a husband/wife, child, parent or grandparent results in the traveller attending a funeral during the time of the travel.
Documents you will need to submit a claim
- A copy of the relevant death certificate.
- Your original tickets. You may need to send your tickets to us by post.
- Rail operator specific claim form. We will advise you if this is necessary.
If approved, compensation awarded for bereavement is typically between 50-100% of the original ticket value. However, this is at the discretion of the rail operator.
Cancellations and delays
If your train is cancelled or delayed and you wish to seek compensation, please refer to the following help document: Seeking compensation for a delay.