Claim Trainline refunds & UK train delay compensation

Don't let unused tickets or delayed train journeys cost you money. You have clear rights to refunds and compensation under industry rules. This guide will help you understand when you're eligible and how to successfully claim your money back, whether you bought your ticket from Trainline or directly from an operator.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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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. For unused tickets, eligibility for a refund depends on your ticket type, as defined in these Conditions.

Step by step

1Check your ticket type and refund eligibility: For unused tickets, review the refund rules for your specific ticket (e.g., Advance, Off-Peak, Anytime). Advance tickets are generally non-refundable unless the train is delayed or cancelled. Other tickets may be refundable with an admin fee if applied for before the travel date.
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.
3Gather all necessary evidence: For refunds, have your booking reference and ticket details ready. For Delay Repay, note the date, time, route, original departure/arrival times, actual arrival time, and ideally, proof of delay (e.g., screenshot of delay announcement, ticket).
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 either directly through the relevant train operator's website or, in some cases, via Trainline's platform if they offer this service for that operator.

What they'll say, and your comeback

“Your ticket type is non-refundable.”

Comeback, While Advance tickets are typically non-refundable, the National Rail Conditions of Travel state that if my train was cancelled or significantly delayed, I am entitled to a full refund. Please review the circumstances of my journey.

“You need to claim directly with the train operator, not us (Trainline).”

Comeback, I understand that Delay Repay is handled by the operator. However, as the retailer, Trainline sometimes facilitates these claims, or at minimum, you should be able to direct me to the correct claim portal for the specific operator.

“Your delay wasn't long enough for compensation.”

Comeback, According to the Delay Repay scheme, I am entitled to compensation for delays of 15 minutes or more. My train arrived [X] minutes late, which qualifies for [Y]% of my fare back.

FAQ

Can I get a refund if I just changed my mind about travelling?

It depends on your ticket type. Anytime, Off-Peak, and Super Off-Peak tickets are usually refundable, often with an admin fee, if you apply before the travel date. Advance tickets are generally non-refundable unless the train is cancelled or delayed.

How long do I have to claim Delay Repay compensation?

You typically have 28 days from the date of the delayed journey to submit a Delay Repay claim. It's always best to claim as soon as possible after the incident.

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A self-serve tool, not a law firm. General information, not legal advice.