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  • I travelled am I entitled to money back?

    Am I entitled to compensation?

    For all train companies (*EXCEPT Great Western Railway, Arriva Train Wales or Chiltern Railways)

    Passengers are entitled to compensation for any delay to a journey greater than the limit set out in the TRAIN COMPANY's Passenger's Charter . This is regardless of the cause. The minimum delay varies between TRAIN COMPANIES and details on how to claim will be on each TRAIN COMPANY's website.

    For Great Western Railway, Arriva Train Wales or Chiltern Railways*

    Ticket holders (including holders of 7 day Season Tickets)
    Customers with these tickets are entitled to compensation for any delay to a journey greater than the limit set out in the TRAIN COMPANY's Passenger's Charter. This excludes circumstances beyond the TRAIN COMPANY's control. The minimum delay varies between TRAIN COMPANY and details on how to claim will be on the TRAIN COMPANY's website.

    Monthly or longer period Season Ticket holders 
    Where the service is seriously disrupted, the TRAIN COMPANY may declare a 'void day'. In these circumstances a Season Ticket Holder will be credited the value of the lost period of travel on renewal or expiry of their ticket. In other cases, you may get a discount on Monthly and longer Season tickets when you renew, depending on whether the performance targets for the TRAIN COMPANY you use have been met. These targets will vary according to the route travelled on, so customers should check the relevant TRAIN COMPANY. If the performance targets are missed, customers will receive an automatic discount on their ticket when they renew it, regardless of whether they have been affected by delays or not.

    *Season Ticket Renewal discounts don't apply under this scheme for season tickets to/from stations between Amersham and London. (These tickets are available on both Chiltern Railways and London Underground services, and are covered by the Transport for London Passengers Charter - see the TfL website www.tfl.gov.uk/fares-and-payments .)

    How do I get my compensation?

    If you wish to make a claim for compensation, you must write to the relevant TRAIN COMPANY within 28 days of completing the relevant journey unless informed otherwise by the TRAIN COMPANY. Your claim will be considered without undue delay and any compensation due will be paid within 14 days of your claim being agreed by the TRAIN COMPANY. TRAIN COMPANIES aim to process all claims through this process within one month of receipt.

    How will I receive my compensation?

    You will receive your compensation or refund by the same method that you used to pay for the ticket, unless you agree to a different method of repayment. The TRAIN COMAPNY will pay the refund amount without deducting any administration fee.