My train was on time but I was not happy with the on board service (no toilets/ promised food not available/ weak wi-fi etc.) Can I get my money back?

First check the relevant Passenger's Charter. If you cannot find your complaint answered, write to the TRAIN COMPANY stating the details of your case. They will review claims on a case by case basis. If you have paid for an additional service that you did not receive, then you will normally be entitled to a full refund of the additional charge and you should contact the TRAIN COMPANY's customer services department. Where you did not pay anything for the service, you will not normally be offered a refund.

 

Can I claim compensation for short delays?

TRAIN COMPANIES will not normally offer compensation for delays shorter than the limits set out in each TRAIN COMPANY'S Passenger's Charter. The delay limits vary between TRAIN COMPANIES; some offer compensation for delays of 30 minutes and even 15 minutes, but you will always be entitled to claim if there is a delay of 60 minutes or more.

Transport for Wales offers compensation if your train is delayed by just 15 minutes - find out more

 

Can I claim compensation if the timetable changes?

You can claim compensation for delays due to changes to the timetable advertised for the day you intended to travel by following the rail industry refund processes. Your claim will be considered without undue delay and any compensation due will be paid within 14 days of your claim being agreed by the TRAIN COMPANY. TRAIN COMPANIES aim to process all claims through this process within one month of receipt.

 

Can I receive compensation if I don't get a seat? 

Compensation is not normally offered where no seats are available, but claims may be considered where a reservation has been made.

 

Can I claim compensation if I paid for a First Class seat and there were none available? 

If you have paid for a First Class ticket and no First Class seats are available (or where a First Class carriage was advertised but not available), then you will be able to claim through the TRAIN COMPANY for the difference in fare between your fare and a walk-up standard class fare for the same service. Please note that occasionally a promotional or Advance First Class fare can be cheaper than the walk-up Standard Class fare and in these cases you may not be entitled to any money back.