Suffered a delay
If you travelled with us, but reached your destination 15 minutes or more late, you are entitled to compensation via our Delay Repay compensation scheme.
If you purchased an Advance ticket that restricts your travel on a specific train service via our website or mobile app then you will be automatically compensated via our Automatic Delay Repay compensation scheme. Click the button below for more information.
Automatic Delay Repay
For customers who do not qualify for Automatic Delay Repay, please click on the Delay Repay button below to make a claim.
Claim for a delay
To enable us to process your claim for Delay Repay compensation we ask you to complete our online application form or alternatively pick up a form from the station and post it to us within 28 days of the delayed train.
If you didn't complete your journey by train
If you where unable to travel with us or did not complete your journey by train due to disruption or cancellations you could be entitled to a full or partial refund. This will depend on your circumstances and ticket type. Please click on the button below for more information.
Request a refund
Refunds for tickets purchased on or before 4 January 2021
If you purchased a ticket before the lockdown announcement on 4 Jan 2021 (for travel after 4 Jan 2021) you can change or refund your ticket, read below for details.
ADVANCE TICKETS
Advance tickets purchased before the announcement, for travel to or from any station may be amended by either of the below methods.
- Fee-free Change of Journey–Customers will not be required to pay an admin fee to change (excess) their Advance ticket to travel on another day. There is no limit on the number of times a ticket can be excessed, and the change of journey fee can be waived for each occasion if the original ticket meets the criteria set out in this Brief. Normal Excess Fare rules will apply.
- Rail Travel Vouchers and eVouchers– Where possible, non-cashable Rail Travel Vouchers (RTVs) or eVouchers will be available for passengers who purchased an Advance ticket to or from an area affected by local restrictions (local COVID alert level ‘High’ or ‘Very High’ in England or affected areas in Scotland or Wales). The RTV or eVoucher will be valid for12 months from the date of issue and may be used as payment towards a new ticket. The RTV must not be exchanged for cash.
To return your ticket and apply for a voucher/credit note or or to change the date and time of your ticket please contact our Customer Experience Centre on 0800 200 6060 or Request a refund
ANYTIME, OFF-PEAK & SUPER OFF-PEAK
Customers holding non-Advance tickets to travel are allowed to change their journey to travel at a time not permitted by the ticket held either by paying the difference in fare (excess) to the correct ticket, or by the retailers refund & rebook process, as allowed by the terms & conditions of those tickets. There is no charge to change existing non-Advance tickets other than the difference in fare. Changes should be made before the journey has begun.
Refunds for tickets purchased on or after 5 January 2021
Current government advice in England is that you must not leave or be outside of your home except where you have a ‘reasonable excuse’. Advance tickets purchased after the change to the alert level has been announced will not be eligible for this relaxation of the change of journey fee, or for customers to surrender their Advance ticket for credit.
Advance tickets purchased on or after 5 January 2021 may still be changed to travel on another day, but normal fees and excess rules will still apply.
Customers holding non-Advance tickets to travel are allowed to change their journey to travel at a time not permitted by the ticket held either by paying the difference in fare (excess) to the correct ticket, or by the retailers refund & rebook process, as allowed by the terms & conditions of those tickets. There is no charge to change existing non-Advance tickets other than the difference in fare. Changes should be made before the journey has begun.
Refunds and changes to tickets due to the January 2021 timetable change
If you already have an advanced ticket for a service that is no longer running due to the timetable change (18 January 2021) you may change or refund your ticket free of charge. To return or change your ticket, please contact our Customer Experience Centre on 0800 200 6060 or Request a refund.
