OUR COMMITMENT

Refunds and Compensation

If you have an Anytime, Off-Peak or Season ticket you can have a refund, less an administration fee (max £10 per application), on any unused or part used tickets if you decide not to travel. Advance tickets are not refundable.

For any other ticket type, the refund conditions will be explained at the time of purchase.

If a train you intend to travel on is cancelled or delayed and you decide not to travel, the train operator will give you a full refund on any completely unused tickets, with no administration fee.

Additionally, if you are delayed on your journey for an hour or more due to a reason within the rail industry's control, the train operator will give you, as compensation, a minimum refund in travel vouchers of 20% for that part of the journey. Each Train Company has a Passengers Charter, which in many cases offer compensation above this, and covers special compensation arrangements for season ticket holders. For more information please contact the relevant train company directly - see contact details below.

Points to note

If you purchase an Advance ticket from a train company, you must use that ticket on the train services specified. However, if you miss this service because your connecting train was delayed you will be able to travel on the next service provided by the same train company without penalty.

If you board a train on which your Off-Peak ticket is not valid, you will be charged the difference between the fare you've paid and the cheapest valid fare for the service concerned. The same principle will apply if you wish to upgrade to First Class accommodation. This rule does not apply in designated Penalty Fare areas, where you may be required to pay a Penalty Fare if you travel without a valid ticket - see below.

Penalty Fares

In order to deter the minority of people who try to avoid paying the correct fare, on some routes train companies operate Penalty Fare Schemes. Stations and trains on which these schemes operate are clearly advertised.

On these routes and stations, if you board a train without a valid ticket when you had an opportunity to buy one, you may be charged a Penalty Fare. More information on Penalty Fare Schemes is available on the National Rail website.

On other routes, you may be charged the full Anytime Single or Return fare without the benefit of any Railcard discount to which you might be entitled if you board a train without a ticket at a station where there is the facility to buy tickets.

Further Information

See the National Rail website for further information and copies of the National Rail Conditions of Carriage.

Comments and Feedback

We want you to be happy with the service that train companies offer. If you have a comment or concern, please contact the train company directly - see contact details below.

If you do not feel that the train company has responded fully to you or you are not satisfied with the reply, you can contact Passenger Focus or London TravelWatch (for journeys in Greater London).

Passenger Focus and London Travelwatch are independent organisations set up by the Government to represent rail passengers' interest.