Conditions générales relatives aux retards et perturbations des trains
What happens if my train is cancelled?
If your train is cancelled, you can use your existing ticket to travel on the next available service.
For Advance Singles tickets, you can choose to travel on the earlier or later two trains operated by the same operator and stopping at the same station.
Flexible tickets, such as Off-Peak and Anytime tickets, allow you to travel at various times of the day.
Please remember to check the conditions of your ticket to see if you can only travel with a certain operator or route.
If you are unable to take the next train or decide not to travel, you are entitled to a refund. The quickest and easiest way to refund your ticket is to do it online. Simply log in to My Bookings, select your booking, and click on "refund tickets".
How do I claim compensation if my train is delayed?
If your train journey is delayed or cancelled, you may be entitled to a full refund from the retailer of your ticket or compensation from the train company responsible for the delay.
Refunds:
If your train is delayed and you choose not to travel, you can obtain a refund for your unused ticket without any fees from the original retailer. If you purchased your ticket directly from a train company, you can find their contact information on the "Train Company" page.
Compensation:
If you experience a delayed service and arrive late at your destination, you may be eligible to claim compensation. You will need to request compensation directly from your train company.
Compensation will depend on:
The train company you travelled with, as different companies have different compensation schemes, but all offer some form of compensation.
The type of ticket you have, as compensation for a single Day ticket is calculated differently than that for a 7-Day Season ticket.
The length of the delay in reaching your destination, as each train company has its own compensation threshold, which will be detailed in their Passenger's Charter on their website.
Delay Repay:
Delay Repay is a nationwide scheme that simplifies the process of claiming compensation for delayed train journeys. If you experience a delay for any reason when travelling on a participating National Rail service, you can make a Delay Repay claim. Visit your train company's website to find out more about Delay Repay.
How can I check if my train is affected by strikes?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are impacted by strikes, corresponding warning signs will be displayed.
How can I track live trains and get disruption information?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are disrupted, corresponding warning signs will be displayed.
How can I find out if trains are cancelled?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are cancelled, corresponding warning signs will be displayed.
Politique d'annulation flexible pour les billets Advance
Quelle est la politique d'annulation flexible pour les billets Advance ?
La politique d'annulation flexible permet aux clients de voyager sur les deux trains qui suivent ou qui précèdent le train annulé.
À quels scénarios la politique s’applique-t-elle ?
Toutes les compagnies ferroviaires offrent aux clients détenteurs d'un billet Advance la possibilité de voyager dans le prochain train disponible lorsque leur train est annulé, que ce soit pour des perturbations le jour même ou pour des perturbations annoncées à l'avance.
La plupart des compagnies autorisent leurs clients à utiliser les mêmes billets à la gare, à l'exception de la LNER (le client doit réserver en ligne), de la Chiltern et de la Southeastern (le client doit contacter le service clients).
Les compagnies ferroviaires suivantes offrent toutes à leurs clients (ou aux clients des compagnies appartenant au même groupe de compagnies ferroviaires) la possibilité de voyager également sur les trains précédents : Avanti, Chiltern (sous réserve de l'accord du service clients), Grand Central, GWR (sous réserve de l'accord du service clients), LNER (sous réserve de l'accord du service clients), et Southeastern (sous réserve de l'accord du service clients).
Que se passe-t-il si j'ai des correspondances ?
Lorsque plusieurs services ou compagnies ferroviaires sont concernés, les compagnies ferroviaires doivent faire preuve d'une flexibilité suffisante pour que les clients puissent choisir parmi les options alternatives appropriées, plutôt que de se contenter des deux trains précédant/suivant le train initialement annulé, afin que les clients puissent terminer leur voyage.
