Cancelled trains

Q: My booked train is showing as cancelled in the Journey Planner, what services should I take?

You can use any participating DFTO train operator service to your destination within two hours before or after the scheduled time of the cancelled train.

Q: What do I need to show onboard?

You should present the original train ticket to On-board colleagues, and you will need to mention your original train was cancelled.

Q: My train has been cancelled and there is no alternative direct service to my destination. Can I get a service to another station on the same line of route and then change for a service to my destination?

Yes, you can travel to your destination by changing at another station on the same line of route.

Q: My ticket is only valid on an off-peak service; can I travel on a peak time service?

Yes, if the train you intended to travel on has been cancelled, you can travel on a service up to 2 hours earlier or later with an Off-Peak ticket.

Q: My ticket is not via London; can I travel through London to get to my destination instead?

Yes, you can travel via London if this is the best alternative service. You will need to buy your own underground ticket or use contactless as this is not covered as part of this policy

Q: What if part of my journey involves a train operator not listed?

You should try to board any participating DFTO train operator service heading in the same direction. If, in the few instances this isn’t possible, and there are only non-DFTO trains available, you will need to speak to the On-Board colleagues on the alternative service. Where possible pass this information over to the WICC Information Control, to ease the customer process.

Q: Can I get a refund instead of travelling?

Yes, you can request a full refund from the original point of purchase if you no longer wish to travel.

Q: I have a first class ticket, am I able to travel in first class on a different train operator service?

Yes, where first class accommodation is available, you will be entitled to travel in First Class on other train operators.

Q: Can I claim Delay Repay if my alternative service arrives later than shown on the timetable?

Yes, you can still claim for Delay Repay if appropriate.

If your train is cancelled, you don't need to buy a new ticket.

If you still want to travel, you can use your ticket to travel on an alternative service set out as per the conditions below.

If you no longer want to travel due to disruption or because your train is cancelled, you can claim a fee free refund. Note that different arrangements apply for season ticket holders.

To provide a better experience for customers affected by train cancellations, the DfTO Cross TOC Ticket Acceptance policy is now in effect.

What this means

This policy allows customers holding valid tickets for cancelled services to travel on other participating Train Operating Companies (TOCs) within two hours before, or after their original cancelled service.

Please note this is only for trains cancelled on the day which can be seen on online journey planners and customer information screens at our stations. This policy does not apply to delayed services. In periods of severe disruption where multiple cancellations occur, customers will be provided with additional information and advice on how to complete their journey.

If you have booked a ticket in advance of travel and your service has been amended or cancelled due to a timetable change, further information can be found here.

My South Western Railway (SWR) service has been cancelled

If your SWR service has been cancelled, in addition to travelling on an alternative SWR service, you can travel with your existing ticket on ANY of these operators within two hours before or after your cancelled train to complete your journey:

Thameslink
Southern
Gatwick Express

SWR will also accept tickets for these operators if their services are cancelled.

Please be aware that travel on London Underground or London buses is not included under this policy.

You can also travel on the services below in order to maintain connections at the start or end of your journey. These include:

Southeastern
Great Northern
Northern Trains
TransPennine Express
LNER
c2c
Greater Anglia
West Midlands Railway
London North Western Railway

If no trains are available, please speak to a member of staff.

My ticket is for another train company

If your ticket is for travel specifically with another train company that isn't publicly owned, you can use your existing ticket to travel with that operator either two trains before or two trains after your cancelled train.

We recommend checking directly with the operator you are travelling with for their alternative travel advice if your train has been cancelled.

FAQs

My booked train is showing as cancelled in the Journey Planner, what services should I take?

Accordion title

What do I need to show onboard?

Accordion title

My train has been cancelled and there is no alternative direct service to my destination. Can I get a service to another station on the same line of route and then change for a service to my destination?

Accordion title

My ticket is only valid on an off-peak service; can I travel on a peak time service?

Accordion title

My ticket is not via London; can I travel through London to get to my destination instead?

Accordion title

What if part of my journey involves a train operator not listed?

Accordion title

Can I get a refund instead of travelling?

Accordion title

I have a first class ticket, am I able to travel in first class on a different train operator service?

Accordion title

Can I claim Delay Repay if my alternative service arrives later than shown on the timetable?

Accordion title

.accordian-javascript-disabledHeader { border-left: 2px solid #0092CB !important; border-right: 2px solid #0092CB !important; } .accordion-content { display: block !important; border-color: #0092CB !important; }