Keep your ticket and proof of purchase, record the planned and actual journey times, save disruption notices and operator messages, and retain receipts for any costs you want reimbursed. Then claim through the railway or train company responsible for your journey: the rules, delay thresholds, forms, and deadlines depend on where you travelled and the ticket you held.
What evidence should you keep?
Save records that show what you bought, the journey you planned, what disruption occurred, and any expenses you incurred. The Rail Ombudsman’s Compensation Framework lists examples of evidence that may help in a rail dispute; it is not a requirement that every claimant provide every item, nor a guarantee that any particular item will prove a claim.
- Ticket and payment: keep the ticket, booking confirmation, and proof of payment. If a paper ticket may need to be surrendered or collected, photograph both sides first.
- Journey details: note the date, planned route, scheduled departure and arrival, actual arrival time, and any missed connection.
- Disruption records: save screenshots or photographs of cancellation notices, station boards, operator messages, and relevant journey-planner information while available.
- Communications: retain emails and chat transcripts. Note when and where you spoke to staff and what they advised, particularly about alternative transport or an overnight stay.
- Expenses: keep itemized receipts for costs you are asking to have reimbursed, and record why each expense was necessary.
- Rerouting and assistance: keep records of alternative routes and steps you took to limit the impact of the disruption. If relevant, preserve records of pre-booked assistance.
Photographs, screenshots, correspondence, and witness statements may also be useful. The railway may hold its own records, such as automated gate or smartcard data, CCTV, journey-planner records, and information about the cause of disruption. See the Rail Ombudsman’s Compensation Framework.
A folder on your phone can keep digital tickets, screenshots, and receipts together. A wallet for paper records is optional; no special device or paid service is necessary.
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First identify the right claim route
Before submitting a claim, establish the country and railway involved, whether you travelled or abandoned the journey, the ticket type, and how late you arrived at your final destination. These details distinguish a refund from delay compensation or reimbursement of extra costs.
- You did not travel or could not complete the journey: you may be seeking a refund for an unused ticket.
- You travelled and arrived late: you may be entitled to delay compensation, depending on the applicable scheme and conditions.
- You paid for necessary alternatives or assistance: ask separately whether those costs are reimbursable; rules for expenses are not the same as delay-compensation bands.
Great Britain: claim from the train company
For a journey in Great Britain, National Rail says to request compensation from the train company. The operator’s Passenger’s Charter sets out its scheme and thresholds; claim details can vary by company and ticket type. Participating National Rail services use Delay Repay, with delay measured against the normal timetable or an amended timetable published in advance. Check the operator’s current claim page and charter rather than assuming one threshold or form applies to every service. See National Rail’s compensation and refund guidance.
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All ticket types, including season tickets, are covered by Delay Repay, according to the UK Department for Transport’s 2025 report. The report records 18 train companies offering compensation for delays of 15 to 29 minutes in 2023 and 18 in 2025. This does not mean every operator uses that threshold.
Operators may accept manual online claims, email, or letters, and some offer one-click compensation in certain circumstances. Many ask claimants to create an account and provide bank details; one-click options commonly depend on buying through the operator’s own site or app and having registered bank details. These are practices reported by the Department for Transport, not universal requirements. Follow the current instructions from your train company.
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Delay compensation may be due within the scope of the relevant Great Britain rules even if the train company did not cause the disruption. The Office of Rail and Road states: “When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.” The regulator’s cited code excludes Eurostar international services, charter operators, and certain small-scale operations; check the Office of Rail and Road compensation guidance for scope.
Refund or compensation?
If disruption means you do not travel or cannot complete the journey, National Rail says an unused-ticket refund is available through the original retailer without fees. If you make the journey and arrive late, the route is generally a compensation claim to the train company instead. The circumstances and ticket terms matter, so use the relevant retailer or operator guidance.
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European Union: compensation, rerouting, and expenses
EU passenger-rights guidance describes several distinct options. When you are told at departure to expect a delay of 60 minutes or more at your final destination, you may choose between a refund and rerouting or continuation under comparable conditions. Assistance can include meals and refreshments proportionate to the wait. If an overnight stay is necessary and physically possible, accommodation and transport between the accommodation and station are also described. See the EU rail passenger-rights guidance.
Delay compensation if you continue
If you continue the journey and arrive at least one hour late, the EU-wide minimum compensation is 25% of the ticket price for a delay of 1 to 2 hours, and 50% for a delay of 2 hours or more. Payment is due within one month of the request under the guidance. Compensation may not be payable if you were informed of the delay before buying, chose a ticket refund, the rerouted journey is delayed by less than an hour, or qualifying extraordinary circumstances caused the delay. A country or railway may offer more favourable terms.
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Making your own alternative travel arrangements
For certain delays or cancellations, if the railway has not informed you of available rerouting options within 100 minutes of the scheduled departure, EU guidance says you may arrange alternative transport using other public transport and seek reimbursement. Reimbursement is limited to costs that are necessary, appropriate, and reasonable. Keep receipts and records of attempts to obtain instructions; this is conditional, not blanket permission to buy any replacement transport.
Submitting an EU claim
You can submit a claim electronically or on paper directly to the railway company, using its own form or the EU-wide form. The EU-wide form is optional. Claim deadlines may be country-specific, so check the applicable railway’s rules. For a missed connection, the rights described in the EU guidance apply to through-tickets; where tickets were bought separately, arrangements between the companies may determine what applies.
Submit a clear, documented claim
- Confirm the applicable scheme. Identify the country, train company, ticket type, and whether you completed the journey. Read the operator’s current Passenger’s Charter or national passenger-rights guidance.
- Record the delay and disruption. State the planned and actual arrival times, route, and any missed connection. Attach relevant notices or correspondence if available.
- Choose the correct request. Make clear whether you are asking for delay compensation, an unused-ticket refund, or reimbursement of specific expenses.
- Attach supporting records. Include proof of purchase and the evidence relevant to the request. For expenses, provide itemized receipts and explain why each cost was necessary.
- Use the specified channel and deadline. Submit through the railway’s current form or accepted email, post, or online route, and keep a copy of the claim and confirmation.
If the railway already holds some records, such as smartcard or gate data, that does not remove the value of your own journey notes and receipts. The operator may request information specific to its claim system.
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