We’re sorry our train was full…
We know there’s nothing more frustrating when your waiting for a train and it arrives full and standing and you are unable to board. We deploy all the fleet we have available to us but unfortunately from time we have take some of our fleet out of service for regular maintenance and when faults occur. Our trains can also be crowded as result of other service cancellations and disruptions to the rail network.
We retail a huge number of open anytime return tickets and season tickets that allow our customer to travel with full flexibility across our network and therefore sometime passenger numbers can vary. We complete regular passenger counts and our planning team are constantly reviewing our existing train plans in order to maximise the fleet capacity available to us.
To address these issues we have invested 500 million pounds in 98 brand new trains and are refurbishing our existing fleet and this will provide 30% more capacity for our customers travelling at peak times. The new fleet began deployment on the 1st July 2019 and more and more new trains are coming into service.
If you travelled on a later service and arrived at your end destination 15 minutes later than originally scheduled you are entitled to compensation via our delay repay scheme. For more information click here.
If you chose not travel as a result of overcrowding you are entitled to a refund from the point of purchase without administration charge this includes advance purchase tickets. Please click here for more information on refunds.