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Delays and cancellations

Delays and cancellations

Unfortunately not. We understand that it can be a real pain when a delay results in further inconvenience to your trip. However, no consequential loss is payable from train operating companies. Sorry!

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In this instance, the train operator is always obliged to ensure that you reach your destination. This could be in the form of a private taxi, for example. Any such transport will always be free of charge. In the event that no transport is available to take you to your destination, the operator must provide you with overnight accommodation where necessary. So, don’t worry. You shouldn’t ever be left stranded.

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If your train has been cancelled and you decide not to travel, you are entitled to a full refund from Railsmartr. Otherwise, if you do decide to travel, your ticket will almost always be valid to be used on a later service. You can then claim delay repay compensation directly from the train operating company.

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Usually, yes. If your train was delayed by more than 15 minutes, you are entitled to compensation from the train operating company you travelled with. The only instances where you would not be entitled to compensation would be if your delay was due to a planned disruption, or if an emergency timetable has been used. Please refer to the section on how to claim Delay Repay compensation.

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