Was your train late? Don’t delay... here’s how to claim compensation

1 If a train is cancelled or delayed – and you decide not to travel – you can claim a full refund at the ticket office. 2 ‘Delay Repay’ compensation is offered by 11 of the 25 passenger train companies. You must typically be delayed at least half an hour before you can claim compensation – equivalent to 50 per cent of a single journey price.

If you are delayed more than an hour you get a full single ticket price refund. Those delayed more than two hours – or who miss a vital connection due to a delay – can claim a full return refund. Season ticket holders can also make claims.

Those signed up to Delay Repay include Cross-Country, East Coast, East Midlands Trains, First Capital Connect, Abellio Greater Anglia, London Midland, Southeastern, Southern Railway, Virgin Trains, First Hull Trains and Gatwick Express.

Be aware that some cherry-pick what compensation they will offer. For example, Abellio Greater Anglia does not offer a full return refund for those delayed at least two hours. 3 All train companies are signed up to National Rail ‘conditions of carriage rules’. Under these, firms must refund 20 per cent of the price of a single ticket if you arrive at least an hour late. But with a return ticket only 10 per cent of the cost is refunded. 4 Passengers must pick up a claims form from the train provider. If the ticket office is closed then contact the company by calling it directly or download a compensation form from its website. To be eligible claims must be made within 28 days. Include original tickets and proof of purchase – and take copies before sending. Include time of travel plus full details of the delay or cancellation of service. Compensation is typically paid in the form of vouchers but if a passenger insists, an operator may offer cash though it is not legally obliged to do so.

5 Delays caused by vandalism, trespass or bad weather may not result in compensation on the grounds they were ‘unavoidable’. 6 Details of train providers can be obtained from National Rail Enquiries at 0845 748 4950 or visit website nationalrail.co.uk.

If you are not satisfied with the response or compensation amount from a train provider, contact Passenger Focus at 0300 123 2350 or visit website passengerfocus.org.uk.