What other remedies are there for a customer?

All train companies have rail industry refund processes that work in parallel with the CRA, details of which are set out in the National Rail Conditions of Travel.

What you can claim for, and how much you can claim, is in the National Rail Conditions of Travel – you should also look at our Passenger’s Charter. If your train is delayed or cancelled, and you do not travel, you can claim for a full refund. If your train is delayed and you do travel, you may be entitled to compensation. The amount of compensation depends on the length of the delay and as agreed in our Passenger’s Charter.