This information applies to England, Wales and Scotland
You might be able to get compensation, but only if your train journey is delayed because of something that’s within the control of the train company. This could include delays because of engineering works but not because of exceptionally severe weather conditions.
If you're entitled to compensation, the company must offer you a full refund if you can't travel at all because the train you were intending to go on was delayed. If you can actually travel but the train arrives more than one hour late, you can get a voucher worth at least 20 per cent of the ticket value, if you bought a single ticket. If you bought a return ticket, you can claim a voucher worth at least 10 per cent of the price paid. If you have a season ticket, different refunds apply. These depend on the train company. These are the minimum levels of compensation - with some companies, you can get more.
You must request compensation as it isn't given automatically. You can claim your refund on the spot or by writing to the customer services section of the train company. You can get details from the ticket collector on your train or from the station where you bought your ticket. You have to claim within 28 days. You'll need the ticket or a photocopy of the ticket as evidence if you make a claim.
If you're offered a voucher as compensation, but you want a cash refund, you should ask for this, although the company doesn't have to give you cash. A voucher is valid for one year from the date of issue and can be exchanged for a ticket for a journey on any railway service. Claims for additional expenses, like overnight stays, can be considered in very exceptional circumstances.
You may also be able to claim a refund of a taxi fare if you're stranded at a station because of a delayed train. However, the train company may not pay this unless you told the duty manager at the station that you were going to have to take a taxi and they couldn't get you to your destination by any other means.
If you aren't happy with the way a train company deals with your claim for compensation, you can take your complaint to Passenger Focus at www.passengerfocus.org.uk (tel: 0300 123 2350). In London, you can contact London TravelWatch at www.londontravelwatch.org.uk (tel: 020 7505 9000).
For more information on complaints about late train services and general information about public transport, see Public transport.
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