Checking Train Times & Disruptions

If your train is cancelled in advance, you'll receive a disruption notification outlining your options. Please remember that it remains your responsibility to check all legs of your journey before you travel.

Re-check train times and set up journey alerts

As part of our Terms & Conditions, we ask that customers re-check their train times before they travel on National Rail Enquiries on 03457 48 49 50 or via the website www.nationalrail.co.uk to make sure there haven't been any changes to their journey as a result of engineering works for example.

What happens if I miss the train?

If you booked an Advance ticket, you must arrive at your departing station in good time to catch your train - if you miss your train, then your tickets will no longer have any value and you will have to buy a new ticket for your journey.

If cancelled or delayed trains cause you to miss a connection, then the NRCoT Condition 9.4 entitles you to catch the next available train(s) to your destination. If practicable, you are advised to ask a member of staff to endorse your ticket for travel on alternative services, but please note the following restrictions may apply, unless waived by the relevant train companies:

• If your ticket restricts you to a particular train company, you must only use the services of that company

• If your ticket restricts you to a particular route, you must continue using that route

• If you have split tickets, you must take trains that stop at the stations where you change from one ticket to the next.

If you cannot complete your journey due to disruption, NRCoT Condition 28.2 requires any train company who is in a position to help, to do so. This will normally be by way of finding an alternative route or provisioning a taxi or hotel room at their expense.

 My train didn't exist, what should I do?

If the train you have booked does not seem to exist, it is likely that it has been rescheduled or cancelled after your booking but before the day of travel.

We recommend double-checking your journey on the day of travel using National Rail Enquiries to ensure that there have been no changes.

In such cases, your tickets will remain valid on the next available service offered by the same Train Operating Company (TOC) with which you initially booked. If you are questioned, please present a copy of your itinerary and explain that the train was scheduled to run when you made the booking but has since been altered by the train company.

The TOC is responsible for arranging alternative travel options, which could include a later or alternative TOC service (if agreed upon by the TOCs). This is to ensure that the passenger reaches their intended destination, as per the guidelines outlined in the National Rail Conditions of Travel (NRCoT) 28.2.

Am I entitled to a refund from the retailer or a Delay Repay / Compensation from the Train Company? 

Completed journey (delayed arrival at destination):

If you travelled on an alternative service due to a delay or missed a connection, resulting in a late arrival at your destination, you may be eligible for compensation from the train company responsible for the delay.

The amount of compensation varies depending on the train company and the duration of the delay. 

If you encountered a delay in reaching your destination due to missed connections caused by disruptions, you should consider submitting an online delay repay form within 28 days of travel, or get in touch with the train company for further assistance. 

Please note that we, as the retailer, cannot issue compensation; only the train company can handle that.

This process is commonly known as "Delay Repay," and the train company's website usually provides details on how to proceed. If you have any doubts, you can also contact National Rail Enquiries

Abandoned journey:

If you decide not to proceed with your journey or if you return to the station of origin due to a delayed or cancelled train, we may be able to refund your unused tickets for you. 

This is classed as an 'Abandoned Journey.' Before processing your claim, we may request additional information from you to clarify what occurred on the day of travel.