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What should I do if I am denied boarding on the train?

It is naturally very frustrating if you’re denied boarding on the train. There are a couple of reasons why this could happen, and some things that you can do to remedy the situation. 

Why was I denied boarding on the train?

There a couple of reasons why you might be denied boarding.

  • If staff claim that your ticket is not valid, then you should double check your ticket. Ask them to explain why it is not valid, and what you need to do. If you believe the ticket to be valid, explain why. After your journey, please contact us to let us know what has happened
  • The train might be too full. If a train is too full to board, then you need to be accommodated on the next available one. You cannot be left stranded for this reason. Your ticket should be accepted, too

Are there valid reasons to be denied boarding on the train?

There are some situations where staff able to be deny boarding. This could be for your safety, for the safety of other passengers, or because it is too late to get on the train. 

  • If you arrive too late, then you won’t be allowed to join the train. If the doors of the train are already locked, then they cannot be opened again. You should stand back and allow the train to leave. Remember that at the largest stations, boarding will stop around two minutes before the train is due to depart (London King’s Cross and London Euston, for example). If you missed the train due to another connecting train being late, then you can catch the next one and claim Delay Repay compensation
  • Abusive behaviour, severe intoxication or other unsafe behaviour will not be tolerated. If you behave in a way that goes against the National Rail Conditions of Travel, then staff can deny boarding. Remember, this decision is made for your safety and the safety of other passengers.