Guides › Train Delays › Coach Delayed or Cancelled: Your Rights
Coach Delayed or Cancelled: Your Rights
On regular coach services of 250 km or more, if the coach is cancelled or delayed by more than 120 minutes, you must be offered re-routing or a refund straight away. If you are not offered that choice, you are entitled to 50% of the ticket price as compensation on top of the refund. Complain to the coach company within 3 months.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Cancellations and Long Delays
Re-Routing or Refund
On regular services of 250 km or more, if the carrier expects a cancellation or a departure delay of more than 120 minutes, you must immediately be offered continuation or re-routing at no extra cost, or a refund (and a free return to where you started, if relevant). Refunds are paid within 14 days. source
Compensation
If you are not offered that choice, you are entitled to compensation of 50% of the ticket price as well as the refund, paid within one month of your request. source
Help While You Wait and Complaints
Meals and Hotels
For journeys scheduled to last more than 3 hours, if departure is cancelled or delayed by more than 90 minutes, you should get snacks, meals or refreshments. If you need to stay overnight, accommodation can be capped at £70 a night for up to 2 nights (not for severe weather or major natural disasters). source
Complaints
Complain to the coach company within 3 months of the journey. It must respond within 1 month and give a final reply within 3 months. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 120 minutesDelay that brings re-routing or a refundRegular services of 250 km or more
- 14 daysCoach refund paidAfter the offer or your request
- 3 monthsComplain to the coach companyFrom the journey date
Steps to Take
Step 1 of 5
Keep your ticket and note the scheduled and actual departure times.
Step 2 of 5
Ask the coach company for re-routing or a refund at the time.
Step 3 of 5
Keep receipts for meals and any hotel.
Step 4 of 5
Complain in writing within 3 months, asking for any refund and compensation. Our free letter templates can write it for you.
Step 5 of 5
If you are not happy with the reply, contact the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Coach Company's Complaints Team
Always start here, in writing, within 3 months of the journey.
Citizens Advice Consumer Service
Free advice if the coach company does not put it right.
Good to Know
Small things that make your complaint stronger.
These rules cover regular coach services of 250 km or more; shorter local bus journeys have fewer rights, but you can still complain.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- legislation.gov.uk/eur/2011/181 Checked 13 October 2026