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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. Therefore, you are not entitled to claim for consequential loss. Sorry!

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Don’t worry If you miss your last connection at night due to delays or cancellations. 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 was 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. In this case, you can then claim delay repay compensation directly from the train operating company. More details are available here.

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

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