Train delays and cancellations - your complete guide to refunds and compensation
UPDATE: This guide has ben been updated and re-published; you'll find the new guide here
Winter storms have had the damned gaul to strike the UK during Winter of all seasons and throw our world into chaos. For some reason another day of snow is still the top news story and everybody has forgotten how to drive properly. Public transport has gone to the dogs too - this afternoon, the East Coast website listed no fewer than three dozen service updates as trains were subjected to delays or cancellations.
Of course it doesn't take a little snow to screw the trains up - every train franchise is capable of delaying and cancelling trains without the need for Icy Blasts From Siberia™. But if your journey is disrupted, what can you do about it? Most train companies offer refunds and compensation of some sort, although nearly all bury the details deep in their website. What you can claim for differs from service to service, as does the nature of the disruption required to trigger a claim, and the method of claiming itself.
So for your occasional/regular use during the bad weather and throughout the year, we've hunted down each of the major train operator's policies for delayed and cancelled services. Each link should take you direct to the details in question. Let us know if we've missed any major players, and how you get on with your claims - according to their own charter, Virgin Trains stop just short of giving you a piggy back home when things go wrong. How does their Passenger Charter match up in real life? How do the other train services look after you when they have to give you your money back?
[Note - Bitterwallet reader Martin points out if a train company doesn’t give details on their website there are minimum rights set out in the National Conditions of Carriage from page 15 onwards]
Arriva Trains Wales - Delayed trains and refunds
C2C - Passenger Charter
Chiltern Railways - Passenger Charter, pages 11 & 12 [PDF]
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] thanks to Bitterwallet reader Martin!
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 - Passenger's Charter
Northern Rail - Passenger's Charter
ScotRail - Passenger Charter, pages 20 to 23 [PDF]
Southeastern - FAQs
Southern - Delay Repay
South West Trains - Passengers' Charter
Tranpennine Express - Passengers' Charter page 17
Virgin Trains - Passenger Charter, pages 5 & 6 [PDF]