Making a claim after disruption

How to claim for expenses you've incurred during disruption

On this page:

We are sorry that your journey with us has not gone to plan and we apologise for any inconvenience this has caused you.

To help you with your claim for a refund or compensation, please read the following and contact us via the relevant method as this will help us process your claim quicker.

If you had to abandon your journey:

If you had to abandon your journey due to disruption, and did not arrive at your destination, you may be entitled to a refund of the ticket.

Please complete our train ticket refund form and our Customer Services team will be able to investigate your claim.

If you completed your journey but were delayed by 15 minutes or more:

If your journey with us has caused you to arrive at your destination 15 minutes or more late, you may be entitled to compensation.

Please complete our Delay Repay form and our Delay Repay team will be able to investigate your claim.

If you had to use a taxi to complete your journey:

If you have been severely delayed and had to complete you journey using an alternative form of transportation, please email our customer service team. To help us assess your claim, you should include:

  • a clear scan of your train ticket,
  • a clear scan of the receipt provided from the alternative transport taken, and
  • full details of your journey, including the date of travel and where you were travelling to and from.

If you had to stay in overnight accommodation as you could not get to your destination:

If you were unable to reach your destination and had to find alternative overnight accommodation, please email our customer service team. To help us assess your claim, you should include:

  • a clear scan of the train ticket,
  • a clear scan of the receipt of the accommodation you have used, and
  • full details of your planned journey.

For any other issue associated with your disrupted journey:

For any other issue please fill in the Contact Us form with the relevant details and we will investigate.

Once again, we are sorry that your journey with us has not gone to plan and apologise for any inconvenience that this has caused.