Bitterwallet's How To... claim compensation and refunds for train cancellations and delays

We've published this guide to compensation and refunds for train cancellations and delays before, but it seems plenty of you are referring to it in the bad weather. We've gone through and updated all the broken links, so you should be able to find the information you need. Thanks to Virgin Trains for removing the link to their Passenger's Charter not only from their menus, but their sitemap. We still found it, however.

Hats off to those avid readers who helped us improve this guide the first time round. If you spot any links that don't work, leave a note in the comments and we'll update it:

If a train company doesn’t give details of compensation and refunds for train delays and cancellations on their website, there are minimum rights set out in the National Conditions of Carriage from page 15 onwards [PDF]

Arriva Trains Wales - Passenger's Charter, page 12

C2C - Passenger Charter

Chiltern Railways - Passenger Charter, pages 11 & 12

CrossCountry - Passenger Charter, pages 10 to 13 [PDF]

East Coast - Delay Repay

East Midland Trains - Passenger Charter, pages 6 & 7 [PDF]

First Capital Connect - Delay Repay

First Great Western - Compensation for Delays

First Hull Trains - FAQ

First Transpennine Express - Passengers' Charter, page 17 [PDF]

Gatwick Express - To apply for a refund

Grand Central - Refunds and Compensation

Island Line Trains - Passengers' Charter

London Midland - Passenger's Charter, pages 18 & 19 [PDF]

Merseyrail - Passenger Charter

National Express East Anglia - Compensation and Refunds

Northern Rail - Passenger's Charter

ScotRail - Passenger Charter, pages 20 to 23 [PDF]

Southeastern - FAQs

Southern - Delay Repay

South West Trains - Passengers' Charter

Virgin Trains - Passengers' Charter, pages 5 to 7


  • Lucy
    The EMT link does not work. I need to claim!
  • Paul S.
    It looks like EMT are diverting their site to the National Rail site, probably because thy can't cope with the web traffic - East Coast are doing something similar. I'd suggest either waiting until the website returns, or you can refer to the National Conditions of Carriage at the top of the page.
  • Netizen
    I'm surprised to learn you can claim back 5 or 10% on your next season ticket or PTE travelcard if the company misses its punctuality/reliability target. Great! Now how the hell do you go about claiming this? Do I need to provide proof of this or shouldn't the ticket office have the numbers to hand? Would I need to show the receipt for the travel card or would the card itself be enough? Come on BW, tell us how it's done.
  • Train B.
    [...] UPDATE: This guide has ben been updated and re-published; you’ll find the new guide here [...]
  • Penalty S.
    @ Netizen You don't need to, it should be done automatically when you renew, You mat have to remind the ticket office clerk to put the discount on.
  • Craig G.
    East Midland Trains – Passenger Charter, pages 6 & 7 [PDF] doesn't work - new link here -
  • john
    virgin trains stink hi ive had a train from nwales to glasgow i had a nightmare getting home in february it took me 7and 1/2 hours to get home i was put on a bus up noth somewere then the driver did not no the rout + i had to stand most of the way to glasgow but what hurt the most on the way back i was missed a meeting and it cost me money wasent bothered about that even though that would of been a couple of hundred pounds and everyone i asked for help seid go look at the board in glasgow a member of staff told me to catch tis train and i would get there in time if i would of nown not to get on the train and try and cancel my meeting so i filled acomplaint with my tickets few times just to ask for a refund i phoned them a few times to but nobody off vergin trains were any good in fact they were aragent and horrobly well that was in febuary and the other day i had a letter saying they were sorry about the delay in getting back to me and apoligise for there incoveniance they told me it had nothing to do with them what lies if it was a good railway service you think that they would of at least offered a refund as that cost me£86 i use the service once a month but no they offerd me apsoutly nothing for a big railway company they are disusting they try to blame other people they never blame them selves for a utter rubish service im not going to let this lie coz there is loads of other people out there who as had the same experiance on the train it would of cost them nothing if i had a refund ide have to use it on there trains but no apligie that terrable virgin trains stink 2 years ago i go a trin to cardiff and that was late like this one and ariva trains apoigised and gave me £80 pounds worth of train vouchers to use on a train at least that was something unlike vergin trains
  • Rail F.
    [...] various rail operators, I will personally be claiming for every penny I can with any small delays. Bitterwallet Guide to Rail Compensation Obviously some people have large fares as they commute long distances, in that respect there is [...]
  • Phil
    I made a journey that involved 3 separate rail companies. It was the 2nd leg of the journey which resulted in a 1 hour delay to reaching my destination. Do I apply for compensation to the the company that operated the 2nd leg of the journey, or to the company I purchased my ticket from on the 1st leg of the journey? P.S. East Midlands Trains link is error 404
  • Midland|FRS r.
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  • Paul
    Link is dead, Crosscountry Trains Passenger Charter can be found here
  • John G.
    First Transpennine Express re-directs you to their main web site. The only reference I could find to refunds was in the FAQ, which only offers anything if you abandon your journey. But they often simply cancel trains and the only options is a significantly delayed service with another slower provider. Surely that ain't right
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  • minhaj p.
    Hi i w0lud like to know if i wont to cancald my tickit to cancald 2 tickit from london to manchester picca so start date from 9 aug 2014 t0 valid date 8sep 2014 i can ged refand back

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