We use cookies to track usage and preferences. You can view our cookies policy here.

Disruption and cancellations

Disruption and cancellations

UK rail strikes have been announced for Tuesday 21st, Thursday 23rd and Saturday 25th June 2022. But don’t worry, we’re here to guide you through what you need to know if your journey may be affected.

If you’re due to travel on any of the affected strike days your ticket will be valid on any service the day before or any day afterwards up to and including Tuesday 28th June. If you have a seat reservation, it won’t be valid on a different service but it may be possible to re-book this — just drop us an email and we can help you with this. Please note that if your ticket includes a London Underground journey, it may not be valid on this part of the service on a different date.

Anytime, Super Off-Peak or Off-Peak tickets are fully refundable if they haven’t been used. Here’s how to apply for a fee free refund from us.

Advance tickets can be amended to a different date, fee free with us. Look at our guide to amending your Advance ticket to find out how to change your booking today.

Still have questions? No worries, you can email us if there’s something you need to know about your trip. Our customer service team is here to help.

last update:

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!

last update:

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.

last update:

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.

last update:

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.

last update: