What to do if your UK train is delayed and you need a refund
If your train has just been cancelled, it might help your annoyance levels to remember that delays and cancellations are an inevitable part of any travel network.
Plan your own adventure by train
It can be difficult to work out what to do when you get that train cancellation email or even when you arrive at the station to find no train, but there is some good news.
In the UK you can get train ticket refunds.
You can also get compensation for delayed trains but I’ll talk about that in another article. For now, here is my UK rail ticket refund guide. Let’s start with your rights.
What is the UK train ticket refund policy?
It’s easier than you think to claim a refund for a train ticket but it can be helpful to understand the difference between refunds and compensation.
What’s the difference between a train ticket refund and compensation?
SCENARIO – You’re due to travel to London to meet friends and you have a return train ticket. You booked online and are informed by email that your planned return train has been cancelled. You have the choice to cancel or postpone your trip or travel home on a different train. The choice you make will impact your right to refund or compensation.
REFUND – If your train is cancelled or delayed and you don’t travel, you are entitled to a full refund (with no fees).
COMPENSATION – If your train is cancelled or delayed and you do travel, you may be entitled to compensation.
In this article, we’re going to talk about refunds for delayed or cancelled trains in the UK. Each train company has its own refund system and information, if you want more detail, check out our list and links below.
SCENARIO (continued) – You decide to postpone your London trip and choose not to travel. You want to claim a refund for your train tickets but have some questions.
FAQ train ticket refunds in the UK
- Can I claim a refund for my train tickets? – YES
- How long do I have to claim a refund? – 28 DAYS
- Who can I claim my refund from? – YOUR RETAILER
- Is it easy to claim a train ticket refund? – YES (mostly)
- Are all types of ticket refundable? – YES (if your train was delayed or cancelled and you didn’t travel)
- Can I claim a refund if my train wasn’t delayed or cancelled? – MAYBE (it depends on your ticket type)
- Can I claim a refund if I did travel? NO (but you might be eligible for compensation if your train was delayed or cancelled)
How to get a train ticket refund in the UK
If I was going to give you advice on the best ways to get a train refund in the UK, it would be this.
Claim your refund as soon as possible.
You have 28 days to make your claim but you’re more likely to remember to do it while you’re still feeling disappointed about your trip cancellation.
I recently had to make a refund claim due to network engineering. I found the process surprisingly easy and was impressed by the quick response I got from GWR (my ticket retailer).
I had a refund approval within three days and the money was available within seven.
I often use the GWR app to buy train tickets but also sometimes Trainline and Trainsplit. I like Trainline for its ease-of-use and TrainSplit for its cheaper split tickets. Often though, I try to support my local train company GWR, which has a fantastic network and can take me on all kinds of train adventures.
If I’m near the train station, I buy tickets at the ticket office, but I also use the GWR app, which allows me to store my Devon and Cornwall Railcard.
Following my refund experience, I was very pleased to have bought my tickets online through GWR.
Here’s how to get a train ticket refund through GWR.
You can do this at your local ticket office or ticket machine, or even by telesales if you didn’t buy your tickets online. GWR can only refund tickets bought through them.
Before you start, make sure you have ready your ticket details including your booking or collections reference number, your paper tickets if you have some and your bank or other pay details.
If you have paper tickets, you’ll also need a pair of scissors and a camera (see why below).
On your computer (not your mobile device) find the GWR Refunds and Compensation page.
Select ‘Train ticket refunds’. On the next page you’ll find useful information about the type of compensation you need to apply for and alternative courses of action such as changing your ticket.
Select ‘Apply for a refund’. This will open up the GWR Refund Portal. If you haven’t used it before, you’ll need to register for an account (this won’t be the same as your normal GWR account).
Ticket information
Follow the instructions on the screen to give your purchase method/location and your type of ticket (e.g. paper, e-ticket).
Next you’ll need to choose the duration of your ticket (usually Single or Return).
Below this select ‘One Ticket’ unless you’re requesting a refund for travel on a group ticket.
You’ll also be asked to give:
- The price of your ticket
- Your booking reference or collection reference
- An end date (the last date your ticket could be used)
Ticket evidence
Next you’ll be given options to provide evidence of your tickets. For paper tickets, you’ll be shown how to cut them in half (so they can’t be used) and upload an image. For e-tickets, follow the instructions.
Payment information
You’ll also be asked to provide payment information for when your refund claim is approved. I was pleased to see PayPal as an option but I could also have given my bank details.
Once you’ve made your claim
Once you’ve made your claim you’ll get a confirmation email (check your junk mailbox) and a submission number. Keep both of these until you have your claim approved.
IT ONLY TOOK GWR THREE DAYS TO APPROVE MY CLAIM
AND LESS THAN SEVEN DAYS TO PAY IT
Where can I find refund information from different UK train ticket retailers?
There are currently 28 train companies in the UK plus other train ticket retailers. You need to claim your ticket refund from the retailer you used to buy the ticket. Below are a few useful links to refund information.
- GWR (Southwest UK)
- Lumo (East Coast UK)
- Trainline (UK wide)
- TrainSplit (UK wide)
- Avanti West Coast (West UK)
- Transport for London (London areas)
- Crosscountry (UK wide)
National Rail have a further list of UK train companies.
How can I find out about train cancellations?
If your train is cancelled well in advance, for example for engineering works, your ticket provider should let you know. I had a notice on the GWR app as well as two emails when my London train was cancelled.
If you want to check live train information yourself, you have a few options. I usually check at least two against each other as they don’t always give the same results.
- Ask at a ticket office if one is available.
- Check your journey in your journey planner app.
- Use the National Rail Live Trains page.
- Call National Rail’s TrainTracker on 03457 48 49 50
- Text a request to 8 49 50 (TrainTracker text)
- Check on social media (not always reliable)
Can I claim compensation if I miss my Eurostar connection because of a UK train disruption?
All delayed journeys have the potential to affect your onward and overseas travel. Travel insurance can be very useful if you miss a flight, ferry or Eurostar connection because of a cancelled or delayed train.
I’m not a fan of airports but it’s worth booking a train that will get you to yours a good couple of hours (or more for some journeys) before your flight.
Eurostar connections
If your cancelled or delayed train is a Eurostar connection (i.e. not the Eurostar itself), Eurostar will only pay compensation for their leg of the journey.
If your cancelled or delayed train is the Eurostar itself, Eurostar will refund you.
Eurostar do have a set of compensation terms and conditions, it’s worth taking a look before you travel.
Further info – National Rail: Compensation and refunds for train tickets.