We’ll compensate you if your journey with us was delayed by 60 minutes or more, and the delay was within our control. We won’t compensate you if we informed you of a delay or cancellation before you bought your ticket, if we published an amended or emergency timetable and your train ran to that, or if the cause of any delay was beyond our control, such as vandalism, severe weather, someone being hit by a train or a security alert.
The amount of compensation depends on the type of ticket you’ve got and how much you paid, including any Railcard or Child discounts.
Anytime, Off-peak, Super Off-peak and Advance tickets
- Single tickets: if your journey has been delayed by 60 minutes or more, we’ll refund the cost of the ticket
- Return tickets: if your journey is delayed by 60 minutes or more on either the outward or the return leg, we’ll refund half the cost of the ticket. If both your outward and return journeys are delayed by 60 minutes or more, we’ll refund the full cost of the ticket
7 Day Season tickets
We base compensation on a ‘daily rate’ of 1/5 of the cost of your ticket.
- If your journey has been delayed by 60 minutes or more in one direction only, we’ll refund half your ‘daily rate’ – that is, 1/10 of the cost of your ticket
- If you’ve been delayed by 60 minutes or more in both directions, we’ll refund your ‘daily rate’ – 1/5 of the cost of your ticket
Monthly or longer Season tickets
Find out about compensation for delays if you have a Season ticket.
You can claim compensation online or by contacting our Customer Service Centre. We’ll need to see your tickets and the date and time of your delayed journey.
We can pay your refund by Bank cheque or National Rail Vouchers, which you can use in full or part payment for any rail journey including Season tickets. If you paid for your ticket with a debit or credit card, we can also refund to that card.
Find out more about compensation and refunds.