Refunds and compensation
Please note, ORR has no direct role in assisting with compensation claims for train delays.
Key facts:
- if there is disruption and you don’t travel you can get a fee free refund from your retailer
- if you still travel and arrive late you can get compensation from your train company
Refunds if you do not travel
- If you purchase a ticket and then choose not to travel, you may be able to apply for a refund from your original retailer. Any refund may be subject to an admin fee of up to £10 and not all tickets are refundable. See ticket types below for more details
- If your train is cancelled, rescheduled or disrupted after you buy your ticket and as a result you are unable to travel you may apply for a refund from your original retailer. In these cases there is no admin fee
Compensation if you travel and are delayed
- If you are delayed in reaching your destination as a result of a delay or cancellation of a train service, you may be entitled to claim compensation from the train company that is responsible for the delay in completing your journey