Claim Trainline refunds & UK train delay compensation

Your rights

Your rights for UK train tickets and journeys are primarily governed by the National Rail Conditions of Travel, which all train operating companies and ticket retailers like Trainline adhere to. For delayed journeys, the Delay Repay scheme guarantees compensation if your train is delayed by a specific amount of time, regardless of the cause. If you do not travel due to disruption, you can claim a fee-free refund from your ticket retailer. If you travel and arrive late, claim compensation from the train company responsible for the delay. For unused tickets where there was no disruption, eligibility for a refund depends on your ticket type, as defined in these Conditions.

Step by step

1. 1Check your ticket type and refund eligibility: For unused tickets, review the refund rules for your specific ticket (e.g., Advance, Off-Peak, Anytime). If your train was cancelled, rescheduled, or disrupted after purchase and you could not travel, you are due a full refund without an administration fee. If you choose not to travel, Advance tickets are generally non-refundable. Other tickets may be refundable with an administration fee of up to £5 per ticket, or up to £10 for a Season Ticket, if applied for before the travel date. You can request a refund for an eligible ticket within 28 days of its expiry.
2. 2Identify the train operator for delays: If your journey was delayed, compensation under Delay Repay is handled by the train operating company responsible for the delayed service, even if you bought your ticket through Trainline. Find out which operator ran your delayed train.
3. 3Gather all necessary evidence: For refunds, have your booking reference and ticket details ready. For Delay Repay, note the date, time, route, original departure and arrival times, actual arrival time, and ideally, proof of delay, such as a screenshot of a delay announcement or your ticket.
4. 4Submit your claim: For unused tickets bought via Trainline, initiate a refund request through your Trainline account or their customer service. For delayed journeys, submit a Delay Repay claim directly through the relevant train operator's website. You typically have 28 days from the date of the delayed journey to submit a Delay Repay claim. You should usually receive a full response to your claim within 20 working days.
5. 5Escalate if needed: If your complaint is not resolved after 40 working days, or if you receive a deadlock letter sooner, you can escalate it to the Rail Ombudsman. This must generally be done within 12 months of the provider’s final response.

What they'll say, and your comeback

What actually happens

In practice, securing your money back for train issues often depends on the type of claim. For unused tickets due to disruption, a fee-free refund from the retailer, like Trainline, is usually straightforward. If you simply change your mind, expect an administration fee of up to £5 per ticket, or £10 for a Season Ticket. Delay Repay claims for late trains are handled by the operating company, with compensation varying based on delay length. Most claims are resolved within 20 working days, though companies have up to 40 working days for complex cases. Many passengers find their money back at the initial submission stage. If not, escalating to the Rail Ombudsman after 40 working days, or upon receiving a deadlock letter, is the next step, typically yielding a resolution. Claims must be submitted within 28 days of the incident or ticket expiry.

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