We’re sorry our train was cancelled…
We know there’s nothing more frustrating when your waiting for train and then all of a sudden this gets cancelled or becomes delayed.
Over 65% of the delays or cancellations our customers suffer are a result of infrastructure failures, Trespassers, Criminal Damage and other events such as flooding and land slips that are outside of our control.
During events of major disruption we do our best to provide replacement transport and agree ticket acceptance with other train operators to allow our customers to travel on their services if available or via different lines of route in order to complete their journeys. This includes customers with advance purchase tickets.
During periods of disruption our control team work closely with network rail in order to ensure we keep our customers updated with most up to date information we have available. We understand that in certain situations it’s not practical for a customer to wait for alternative transport to be provisioned or catch a later service and therefore we consider claims on a case by case basis.
We consider the following factors when assessing these type of claims
- The length of delay suffered before another train service was available for you to complete your journey
- Did we provide replacement transport and length of time this took to provision
- Where alternative train services with Northern or another operator available within a reasonable time frame in order for you to complete the journey
- Are we at fault for the disruption or is the disruption as result of a infrastructure failure or a act of god such as flooding which is completely beyond our control.
Where we are at fault and there were no other services provisioned or available to enable you to complete your journey by train or by alternative transport that we have provided. We will refund any of your out of pocket expenses including Taxi’s, Hotels, Parking costs, Missed flights etc in line with the Consumer Rights Act 2015.
In order for us to consider these claims you will be required to provide evidence of these losses in the form of receipts or any other evidence that is required to support your claim dependent on the individual circumstances.
You will also need to provide a image of the ticket you used for travel. As minimum you will be entitled to a partial refund for the leg of the Journey you were unable to under take.
If you completed your journey by train or by alternative transport provided by Northern but suffered a delay of 15 minutes or more you can claim compensation via our delay repay compensation scheme.