Under the National Rail Conditions of Travel, and our Passenger’s Charter, only in exceptional circumstances will we consider claims beyond the price of your ticket. We are not obliged under our contract to compensate you, but you may have a claim against us under the CRA.
Examples of exceptional circumstances that we may consider are:
If you have purchased and are using a valid ticket and are unable to complete your journey due to disruption, for example if you missed your connection due to a delayed train:
We will, where we reasonably can, provide you with alternative means of travel to your destination, or if deemed necessary provide overnight accommodation or a taxi home for you.
A train cancellation means you cannot make your last connection and you are stranded:
Where possible, we will arrange a taxi or replacement bus for a missed last connection. If for whatever reason this isn't possible, and you incur reasonable costs for your own onward travel, you may be able to claim back reasonable additional expenses to your final destination.
We (or the train company on which you were delayed) will consider these claims on a case-by-case basis. Write directly to us on this page or the train company on which you were delayed to claim back reasonable costs for onward travel. Make sure you keep your receipt and your train ticket.
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