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.
IN THIS ARTICLE
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:
- 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|
|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
|London Midland||Policy claim form|
|London North Eastern Railway (LNER), formally East Coast||Policy claim form|
|London Overground Underground||Policy claim form|
|Northern Rail||Policy Contact 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 email@example.com 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