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Transport · the UK
Updated September 2026

🚆 My train was delayed or cancelled — how do I get money back?

Direct answer

EU rail passenger rights: 25 % of the ticket back from 60 minutes' delay, 50 % from 120 minutes, plus meals and, if stranded overnight, a hotel — in cash or transfer, not only vouchers, if you ask. Claim from Your railway operator — the operator — within its deadline, with the ticket and the train number. If the operator refuses or does not answer, Rail Ombudsman / Transport Focus (0330 094 0362) — the rail passenger body for the UK — decides; for cross-border trains, UK European Consumer Centre (ukecc.net) helps for free.

Call firstYour railway operator
Report toRail Ombudsman / Transport Focus
If that failsUK European Consumer Centre

🗣️ What to say

"Train [number] on [date] from [A] to [B] arrived [minutes] late / was cancelled. Ticket [number/attached]. Under Regulation (EU) 2021/782 I claim [25/50] % of the fare, [amount], in cash to [account], plus [meal / hotel / taxi] costs of [amount], receipts attached."

🪜 Step by step

  1. Keep the proofTicket, the delay confirmation (ask the conductor or the app), receipts for food, taxi, hotel.
  2. Claim from the operatorOnline form; deadline often 1–3 months. Say "cash" — vouchers are optional for you.
  3. Missed connectionSame ticket through to destination: the delay at the final station counts, and you can take the next train.
  4. Refusal or silence: Rail Ombudsman / Transport FocusThe national enforcement body decides; free.
  5. Season ticketsPro-rata compensation schemes exist for repeated delays; ask the operator for its scheme.

📇 All contacts

Your railway operatorDelay refunds and compensation claims, online formWithin the operator's claim window, often 1–3 months
Rail Ombudsman / Transport FocusFree, binding complaints against train operatorsWhen the operator does not pay📞 0330 094 0362🔗 www.railombudsman.org
UK European Consumer CentreHelp with sellers in the EU, Norway and IcelandSeller is in another European country🔗 www.ukecc.net
Citizens Advice consumer helplineConsumer rights, complaint letters, referral to Trading StandardsWhen the shop refuses📞 0808 223 1133🔗 www.citizensadvice.org.uk/consumer

❓ Frequently asked

The delay was "force majeure"

Since 2023 operators can refuse compensation for extreme weather, sabotage or health crises — not for staff shortages or technical failures. Ask which and contest.

I bought two separate tickets

Then the missed connection is your risk unless sold together as a through journey. Buy through tickets where possible.

Regional or commuter train?

Countries may exempt some local services from compensation; the operator's own scheme still applies. Rail Ombudsman / Transport Focus knows the exemption list.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “train delay compensation the UK”
  • “train cancelled refund rights”
  • “rail passenger rights complaint the UK”
  • “missed connection train compensation”
  • “train delay 60 minutes refund”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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