My train was on time but I was not happy with the on-board service. Can I get my money back?

Please check our Passenger’s Charter. If you cannot find your complaint answered, write to us stating the details of your case. We will review claims on a case by case basis.

If you have paid for an additional service that you did not receive, then you will normally be entitled to a full refund of the additional charge and you should contact the Customer Services team. Where you did not pay anything for the service, you will not normally be offered a refund.