Submitting a claim for a delayed UK train

If you've travelled on a National Rail service in the United Kingdom and you experience a 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 assist you with your claim .


Submitting a claim

If your train was delayed, you will need to submit a claim to the rail operator directly to receive compensation. 

The compensation offered depends on the operator you travelled with, ticket type and the length of the delay. But in general, delays of 30 minutes or greater are eligible for compensation.

For most UK rail operators, you will need the following:

Personal details
  • Name and surname
  • Email address
  • Telephone (including dialling code)
Details of your claim
The departure and arrival stations of the journey, date and time. Any relevant information regarding your claim, such as the length of delay 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 of the service. You can obtain proof:
  • From staff on board the delayed train. The length of the 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.
  • Online tools like this one retain information about the punctuality of trains for a few days after they run.
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

Once you've gathered the relevant information, you'll need to determine which rail operator was responsible for your delayed journey. If you aren't sure, you can find this information in your confirmation email or Loco2 account:  

Train Company Links & Notes
Greater Anglia Policy Claim form
Arriva Trains Wales Claim form
Chiltern Railways Claim Form
C2C Claim Form
Cross Country Trains Claim Instructions
East Midlands Policy claim form
Hull Trains Contact Form
Gatwick Express Policy and form
Grand Central Contact Form
Great Northern Policy and form
Great Western
Policy and form
Heathrow Express Policy
Island Line Policy
London Midland Policy claim form
London North Eastern Railway (LNER), formally East Coast Policy claim form
London Overground Underground Policy claim form
Merseyrail Policy
Northern Rail Policy Contact Form
ScotRail Claim form
South Western Railway Contact form
SouthEastern Policy claim form
Southern Policy claim form
Stansted Express Policy claim form
Thameslink Policy and form
TransPennine Express Compensation Form
Virgin Trains (West Coast) Online claim form (basic compensation only). Customers who incur additional expenses should email directly.

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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