Below you will find information on your rights as a rail passenger. You might also want to check out our frequently asked questions, or find out how to complain to a train operator.
Your rights - explained
Right to a refund
If your plans change and you decide not to travel, having purchased a ticket, you can apply for a refund on most types of ticket. Full details of refund arrangements are shown in the National Rail Conditions of Travel and details about applying for a refund are shown on each train company’s website.
The train company’s website, or the website of retailer where you bought the ticket will advise you where to apply for a refund. An administration charge of up to £5 on each ticket may be made.
From April 2026, tickets which you no longer want to use can be refunded only if a claim is made by 23:59 the day before the ticket becomes valid. In exceptional circumstances, refunds will be given if a claim is received up to 28 days after expiry of an unused ticket.
Any use made of the ticket before seeking a refund will reduce the level of refund. In some cases, (such as where the single fare is close to the return fare), it is possible that no refund may be payable after payment of the administration fee.
Some ticket types (e.g. advance) have no refund value if your plans change. You may be able to change the date and/or time of travel on an advance ticket (usually for a fee) if the booked train has not yet left. Otherwise it has no residual value.
It may be that the train you intend to travel by is cancelled or delayed. In this case, you are entitled to a full refund of the fare and of any reservation fee if your journey has not begun and you decide not to travel. No administration charge is made. The ticket office at the station will refund the fare on the spot if it can. You must apply for the refund within 28 days of the expiry of the ticket’s validity. This applies to all ticket types, regardless of the place of issue. Advance tickets can be refunded in full under these circumstances.
You can check the details on the train company’s website.
Season ticket refunds
Different arrangements apply to refunds on season tickets.
The season ticket must be returned to the train company which sold it. The refund will be calculated from the day when the season ticket is handed in. To qualify for any refund, a weekly season ticket must still be valid for at least three days; a monthly or longer season ticket must still be valid for at least seven days.
The refund will be based on the difference between the price paid and the total cost of the combination of tickets for a daily return journey until the ticket was handed in. A fee of up to £10 is also payable. The amount of the refund will depend on the length of time the ticket still has to run, so in some cases, there may be no refund payable at all if the ticket is close to its expiry date.
Special arrangements apply if you wish to amend the details of an existing season ticket, for example, to a different journey due to moving house or job. The train company which sold you the original ticket can give you full details.
A similar arrangement applies to Flexi Season tickets.
A Flexi Season ticket offers eight days of travel in 28 days between two stations at any time of day. You must apply for the refund before the end of the 28-day validity period. The refund is calculated based on the difference between the price you paid for the Flexi Season and the cost of an Anytime Return ticket for each day you have used, minus an administration fee of no more than £10. This refund calculation may mean if you only have one or two journeys left on your Flexi Season you may find the ticket has no refund value.
Right to compensation
If you are delayed you may be entitled to compensation. Each train company sets its own arrangements for compensation as a result of delays and cancellations.
The National Rail Conditions of Travel set out the minimum levels of compensation if you are delayed by a late-running or cancelled train. Each train company sets its own level of compensation above this minimum. The amount offered will depend on the scheme operated by the train company you used, your ticket type and the length of your delay, so check the train company’s Passenger’s Charter on their website.
In all cases, it is the overall delay to you in reaching your destination which counts, not simply the delay to the train or trains on which you travelled. For example, a ten-minute delay to a connecting train may delay you by an hour. You can choose have a choice in how your compensation is paid. Options generally include: refund to your debit or credit card, BACSs payment or Rail Travel Vouchers.
Most train companies now operate a Delay Repay compensation scheme. Under this, you are entitled to compensation if your delay exceeds a certain time. Originally this was 30 minutes but, following extensive campaigning by Transport Focus and others, many operators now offer a 15-minute threshold. This applies to all tickets (including season tickets) and applies irrespective of the cause of the delay. There are, though, some caveats:
- train companies will not normally accept a claim if you were told about the delay before you bought your ticket
- if the train company has introduced a temporary timetable the delay repay guarantee will be based on that temporary timetable rather than the original one
- you must submit your claim within 28 days of the journey date.
The amount you will get depends on the ticket type you have and the length of the delay. For single and return tickets – the minimum you should get is:
| Delay | Single | Return |
|---|---|---|
| 15-29 mins* | 25 per cent | 12.5 per cent |
| 30-59 mins | 50 per cent | 25 per cent |
| 60-119 mins | 100 per cent | 50 per cent |
| 120+ mins | 100 per cent | 100 per cent |
*not all companies offer the 15-minute threshold.
For season tickets the operator will first work out the value of every single journey the ticket covers:
- a weekly season is said to cover 10 single journeys
- a monthly season covers 40 single journeys
- an annual season covers 464 single journeys (it assumes that you will travel over some weekends as well as in the week).
- A Flexi Season ticket covers 16 single journeys.
The cost of your season ticket is divided by the number of journeys above to work out the value of a single journey. For example, if your weekly ticket costs £50 then this will be divided by 10 to give a rate of £5 for every single journey, a monthly of £160 would be divided by 40 to give a journey rate of £4 and so on.
Original Passenger Charter scheme
Some train companies have yet to move to the Delay Repay scheme. They still have to offer compensation but it is handled differently. One important difference is that these train companies can exclude delays caused by events outside the control of the rail industry. This typically includes things like exceptionally bad weather, industrial action and trespass. Even if the train company is not strictly required to compensate you, it is worthwhile checking in the case of significant delay as the company may provide compensation as a gesture of goodwill.
The amount of compensation offered (and the minimum delay required) varies between operators – precise details can be found in that train company’s Passenger Charter document. But as a minimum, if you arrive 60 minutes or later at your destination you will be entitled to:
-50 per cent of the single fare
-25 per cent of the return fare (if delayed on either the outward or return legs)
-50 per cent of the return fare (if delayed on both legs).
Season tickets are handled differently. If average punctuality and reliability falls below a certain level it triggers a 5 per cent or 10 per cent discount on the cost of your season ticket when you renew. Some operators will also allow you to claim for individual delays as well. The precise arrangements and amounts differ between train companies, so it is best if you check the details for your train company in their Passenger Charter document.
Consumer rights
In addition to the industry arrangements set out for refunds and compensation you are also able to rely on statutory rights. For example, the Consumer Rights Act 2015 provides consumers with various rights, e.g., rights where a service is not performed with reasonable care and skill. You may also be able to claim for financial losses you’ve incurred. For information regarding your rights when you are travelling as a consumer, including under the Consumer Rights Act 2015, see, https://www.which.co.uk/consumer-rights
Guidance on what to expect following an accident or serious incident on the railway
This guidance explains how the railway supports passengers following an accident or serious incident. It sets out what you can expect if you have been affected, including the immediate support available and how to seek compensation.
It does not cover what to do if you are a passenger indirectly affected by an incident, such as if your train has been delayed or cancelled. For information on this, please refer to the other sections of this page.
What to expect following an incident
If you need to claim compensation after a rail accident or incident, it’s likely to be something you’ve never had to do before. We understand that this may be a difficult time for you as a passenger, or as a family member or someone supporting an affected passenger. Speaking to solicitors or making a claim can feel unfamiliar, especially at what may already be a difficult time. However, the rail industry has established compensation processes that are regularly used to support people affected by incidents. We recognise that following a major incident on the railway, the range of ways that people can be affected will vary hugely.
You may have been approached by railway staff or emergency services at the scene of the incident. During a large-scale incident, incident care teams will be on hand to provide practical assistance. The incident care teams and police try to gather contact details and information on injuries at the time. If they have your details, they should contact you and explain how to access support and information. This will usually be through a helpline and may also include incident response teams based at the scene and at hospitals in the local area.
If you did not give your contact details to anyone at the time of the incident, you will need to contact the railway operator, or station operator, where the incident took place. National Rail Enquiries gives a list of all the train operating companies. They can then direct you to the same support and information.
This could cover how to retrieve luggage and personal possessions, how to be reimbursed for expenses such as taxi costs for abandoned journeys, and may offer signposting to emotional support
How to receive immediate financial support
The Rail Passengers’ Rights and Obligations Regulations 2010 (PRO) give passengers affected by a rail accident – and, where appropriate, their families or dependants – the right to receive advance payments from the railway to help with immediate financial needs arising from the incident. These payments can be made before any decision has been reached about who was responsible for the accident. The regulations set minimum payment amounts in some circumstances, while in others the amount paid depends on the financial impact of the incident and the individual’s needs.
Advance payments may cover exceptional costs such as:
- Medical and rehabilitation equipment.
- Specialist equipment for your home to help cope with an injury.
- Financial support to help you through a period where you cannot work.
If you think you might be entitled to this, you should let the railway operator’s customer support team know or discuss with your solicitor. They can guide you through the process, timelines and seek specialist advice for you. You should expect to be asked for evidence to support your request such as proof of identity, medical reports or fit notes, payslips or other information specific to your situation.
Once there has been an assessment of your immediate needs and requirements, an advance payment may be made. Advance payments tend to only be available to people with more severe injuries.
Making a claim for an advance payment does not mean that you cannot make a full personal injury claim. If a further claim for full compensation is made later, the amount received as an advance payment will be deducted from the final compensation paid. An advance payment is not a loan, and you will not be expected to pay it back.
It is also possible for payments to be made early as part of the personal injury claims process. These are known as “interim” payments and operate in the similar way to advance payments.
Making a personal injury claim
Ultimately, the route to receiving full compensation is through making a personal injury claim. While it is possible to represent yourself in this process, most people will use a solicitor to represent them (see below). This is where you claim compensation from the railway operator’s insurance. Most rail injury claims in England and Wales are processed through the Ministry of Justice Claims Portal. The portal is not used in Scotland. However, the overall process of filing a claim via your legal representative is similar in Scotland to what is described below.
Within the rail industry there is an internal agreement which decides who is the lead party who will respond to your claim and make sure your claim is sent to the right organisation. This is designed to protect you from having to pursue multiple parties or chase around to find who to claim against.
In the claims process, your solicitor will fill out a claim notification form and send it to the rail company and its insurer. They will have to respond within a set timeframe with an acknowledgement, followed by a decision on whether they are responsible to pay compensation. If they accept responsibility, they will collect detailed information about the value of the losses you have suffered, which your solicitor will put together in a settlement pack. The insurer will then make an offer which can be negotiated through your legal representative. There are legal guidelines over the amounts of compensation for different types of injury and the length of recovery. Your solicitor can explain the details of what you may be entitled to and why you have been offered a certain amount.
What to expect when making a claim
Unlike other claims you have made with a railway operator, such as Delay Repay, a personal injury claim follows a legal process to make an insurance claim. Rail operators are required to have insurance that covers them if passengers are injured in an incident. This means that, when you come to make a claim, you and your legal representative will deal mainly with the insurer and its claims handlers.
The process may feel quite rigorous and some items may not be covered by the insurance policy. You will be asked to provide documents such as medical expenses, travel receipts and payslips as well as meet a doctor for a medical assessment. The process will take place over several stages and can take some time. We highly recommend you use a solicitor. This should not put you off applying, rather prepare you for what to expect.
Other options available to you
You may be able to cover the cost of expenses arising from a rail accident in other ways. For example:
- Your own private health insurance
- If you were travelling for work purposes, your employer might have insurance that would cover you
- Some employers offer occupational health schemes which may provide services like physiotherapy or counselling. Your employer may also be able to give you paid time off work
- If you have home insurance, it may cover your personal possessions or damaged luggage.
If you have suffered a long term or life-changing injury, ongoing support may be available to you. Citizens Advice can explain what support you may be entitled to and how to access it. You can find your local Citizens Advice office here: Contact Citizens Advice.
Charities can offer support for specific areas such as home adaptations or carer support. The Queen Mary Centre for Trauma Studies provides a useful list of support charities.
For railway staff affected by an incident, the Railway Benefit Fund can offer support.
Finding legal advice
The Law Society provides information on finding an accredited personal injury solicitor Getting a personal injury lawyer | The Law Society.
The Association of Personal Injury Lawyers accreditation helps ensure its members are competent in a particular field of personal injury, and members follow a code of conduct and consumer charter. They can also help with finding a lawyer http://www.apil.org.uk/.
If you are making a claim from the railway, paying for a solicitor can be expensive. Many home contents, car insurance or travel insurance policies provide legal expenses cover, so it is worth checking them. Citizens Advice also has some useful suggestions on how to manage the legal costs: Claiming compensation for a personal injury – Citizens Advice
Transport Focus cannot give advice on individual claims for compensation.
Rail Customer Experience Survey official statistics
The Rail Customer Experience Survey (RCXS) is a single source of truth for the passenger experience and will provide regular, robust, and consistent customer insight data to the rail industry.