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 cancelled, or you couldn't travel due to illness or bereavement, you will need to contact us with the details of the disruption and we will file a claim on your behalf.

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.


Required documents

For most UK rail operators, you will need the following to submit a claim:

Personal details
  • 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:

Train Company Phone number Links & Notes
Greater Anglia 0845 600 7245 Policy Claim form
Arriva Trains Wales 02920 720520 Passenger Charter
Chiltern Railways 01494 420177 Claim Form
C2C 08457 818 919 Claim Form
Cross Country Trains n/a Claim Instructions
East Coast (Virgin) 03457 225 111 Policy claim form. Customers who incur additional expenses should email directly.
East Midlands 03457 125 678 (Option 4) Policy claim form
First Great Western 08457 000 125 Policy
Hull Trains 01482 215746 Contact Form
Gatwick Express 0845 850 1530 Policy and form
Grand Central 0345 603 4852 Contact Form
Great Northern 0345 026 4700 Policy and form
Heathrow Express 0845 600 1515 Policy
Island Line 01983 812591 Policy
London Midland 0845 601 4873 Policy claim form
London Overground Underground 0343 222 1234* (option 2 then option 4 for contactless queries; option 2 then option 5 for Oyster card queries) Policy claim form
Merseyrail 0151 702 2071 Policy
Northern Rail 0870 000 5151 Policy Contact Form
ScotRail 0845 073 1056 Claim form
South West Trains 023 802 13665 Contact form
SouthEastern 0870 603 0405 Policy claim form
Southern 03451 27 29 20
Policy claim form
Stansted Express 0845 850 0150 Policy claim form
Thameslink 0345 026 4700 Policy and form
TransPennine Express 0161 228 8081 Compensation Form
Virgin Trains (West Coast) 08701 655545 Online claim form (basic compensation only). Customers who incur additional expenses should email directly.
Virgin Trains (East Coast) 03457 225 333 Online claim form

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

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