Know your rights as a rail passenger.
If you feel you have received poor service you are entitled to make a complaint. Train companies will consider each claim on a case by case basis but they are only obliged to pay compensation in certain circumstances.
Generally if you are delayed by one hour or more because of a problem within the train
company’s control then you are entitled to compensation.
As a minimum you are entitled to:
- 20% for a single ticket
- 10% for a return ticket
- 20% for a return ticket if both legs are delayed
Each train company offers different amounts so check the company's Passenger's Charter.
Problems not in the train company’s control cover things like vandalism, severe weather and line closures. For more information see the National Conditions of Carriage.
- Claims need to be made within 28 days of completing the journey
- Send the ticket for that journey with your complaint. No ticket often means no compensation
- Compensation is usually paid in rail vouchers but if you prefer another method then request it
Am I entitled to delay compensation if I have a season ticket?
Different train companies have different policies so you should
check the relevant Passenger's Charter on their website.
Generally there are two types:
1. A discount on your ticket when you renew depending
on whether the performance targets for the routes you
travel on has been met.
2. Compensation for individuals each time there's a delay
over 30 minutes.
Some season ticket schemes have different terms and you
should investigate these before you buy.