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", but the following article contains all the information you will need to find out if you might be eligible for compensation. All cases of this nature are assessed on a case-by-case basis by the rail operator who will 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.

If you have non-flexible tickets and believe you may be eligible for compensation, you should contact us. Please provide as much detail as possible so we can advise the suitable course of action for your situation.



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. 

Expected compensation
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. 

Expected compensation

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. 

Most rail operators' policies do not account for the death of of siblings, cousins and other family members. They are not obliged to award compensation in these instances, but we will usually submit the claim anyway as there have been a few cases where compensation has been awarded. 

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.

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