If your service is delayed or cancelled for any reason within our control, you may be entitled to a refund or a discount voucher. We will try to let you know the cause of the problem at the time. We will treat each claim individually.
Refunds
If the train you planned to catch is delayed or cancelled and you decide not to travel, we will give you a full cash refund if you return your ticket immediately to where you bought it. If you decide not to return it right away, but still want to claim a refund, you can get application forms at main stations.
If you decide for some other reason not to use a ticket you have bought, you can apply for a refund through any of our main stations. In these cases, we will normally charge an administration fee.
You must make all refund claims within 28 days of the end date of your ticket.
As well as returning your ticket to us, we may ask you to send us more evidence to support your claim for a refund.
Tickets bought at other places
If you did not buy your ticket from us, you should return it to the place you bought it from and they will arrange any refund.
Discount vouchers
If your service is more than 30 minutes late in arriving at your destination, we will normally offer you discount vouchers for the values shown below. The value of the discount is based on the length of the delay and the fare you have paid for your single journey.
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Length of delay |
Discount voucher value |
| |
To apply for a discount, you will need to fill in a claim form which you can get from our main stations.
You should attach your ticket to the filled-in form as proof of travel. If you have a season ticket, you should attach a photocopy of your ticket.We cannot accept claims for delays which are outside our control, for example, those caused by:
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