We apologise if the train you have travelled on is busy. We recognise the difficulties passengers face when trains become busy and monitor all of our services to ensure we match as far as possible demand with capacity so passengers can get a seat for their journey.
Train units have the journeys planned, which consider mileage, fuel level, servicing requirements and final destination ready for the next day's working schedule. However, sometimes passenger loadings are, regrettably, higher than usual. This can either be the result of disrupted services, cancellations or because of fewer units being available due to reasons beyond our control. Other potential causes are a particular event taking place somewhere along our route, or because passengers who would normally use another operator are travelling on our trains due to mitigating circumstances.
To provide the best information to customers, we provide customers with information through our website and app to help them make informed choices on how busy a service might be, but customers must make their own decisions on whether they feel comfortable joining a service and carriage capacity allows for both fully standing throughout the carriage as well as fully seated.
Whilst we are sorry for any discomfort caused by a train being busy, we do not offer compensation when a customer has to stand on a busy train as train tickets do not guarantee the provision of a seat.
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