Regolamenti generali per ritardi e disagi relativi ai treni
What happens if my train is cancelled?
If your train is cancelled, you can use your existing ticket to travel on the next available service.
For Advance Singles tickets, you can choose to travel on the earlier or later two trains operated by the same operator and stopping at the same station.
Flexible tickets, such as Off-Peak and Anytime tickets, allow you to travel at various times of the day.
Please remember to check the conditions of your ticket to see if you can only travel with a certain operator or route.
If you are unable to take the next train or decide not to travel, you are entitled to a refund. The quickest and easiest way to refund your ticket is to do it online. Simply log in to My Bookings, select your booking, and click on "refund tickets".
How do I claim compensation if my train is delayed?
If your train journey is delayed or cancelled, you may be entitled to a full refund from the retailer of your ticket or compensation from the train company responsible for the delay.
Refunds:
If your train is delayed and you choose not to travel, you can obtain a refund for your unused ticket without any fees from the original retailer. If you purchased your ticket directly from a train company, you can find their contact information on the "Train Company" page.
Compensation:
If you experience a delayed service and arrive late at your destination, you may be eligible to claim compensation. You will need to request compensation directly from your train company.
Compensation will depend on:
The train company you travelled with, as different companies have different compensation schemes, but all offer some form of compensation.
The type of ticket you have, as compensation for a single Day ticket is calculated differently than that for a 7-Day Season ticket.
The length of the delay in reaching your destination, as each train company has its own compensation threshold, which will be detailed in their Passenger's Charter on their website.
Delay Repay:
Delay Repay is a nationwide scheme that simplifies the process of claiming compensation for delayed train journeys. If you experience a delay for any reason when travelling on a participating National Rail service, you can make a Delay Repay claim. Visit your train company's website to find out more about Delay Repay.
How can I check if my train is affected by strikes?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are impacted by strikes, corresponding warning signs will be displayed.
How can I track live trains and get disruption information?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are disrupted, corresponding warning signs will be displayed.
How can I find out if trains are cancelled?
You can check the live train status on our Train Journey Planner in TrainPal. If your trains are cancelled, corresponding warning signs will be displayed.
Regolamento flessibile per le cancellazioni per i biglietti Advance
Cosa si intende per regolamento flessibile per la cancellazione nel caso dei biglietti Advance?
Il regolamento flessibile per la cancellazione consente ai clienti di viaggiare sui due servizi successivi o precedenti in entrambe le direzioni della tratta ferroviaria cancellata.
A quali scenari si applica questo regolamento?
Tutte le compagnie ferroviarie offrono ai possessori di biglietto Advance la possibilità di viaggiare sul treno successivo in caso di cancellazione di quello prenotato, sia se i disagi sono stati comunicati in anticipo, sia se si sono verificati il giorno stesso del viaggio.
Molti operatori consentono ai clienti di utilizzare gli stessi biglietti in stazione, a eccezione di LNER (il cliente deve riprenotare online), Chiltern e Southeastern (il cliente deve contattare il servizio clienti).
Le compagnie che gestiscono il treno successivo offrono tutte ai loro clienti (o ai clienti delle compagnie dello stesso gruppo ferroviario) la possibilità di viaggiare sui servizi precedenti: Avanti, Chiltern (a discrezione del servizio clienti), Grand Central, GWE (a discrezione del servizio clienti), LNER (a seconda dalla prenotazione del posto a sedere) e Southeastern (a discrezione del servizio clienti).
Cosa succede se il mio viaggio prevede delle coincidenze?
Qualora fossero coinvolti più servizi o operatori ferroviari, questi ultimi dovrebbero garantire un certo livello di flessibilità per far sì che i clienti possano scegliere fra opzioni alternative appropriate, piuttosto che essere limitati ai due servizi prima o dopo il treno cancellato.
