Guides › Train Delays › Train Cancelled or Delayed: Getting a Refund
Train Cancelled or Delayed: Getting a Refund
If your train is delayed or cancelled and you choose not to travel, National Rail says your unused ticket can be refunded without any fees by the retailer you bought it from. If you did travel and arrived late, claim Delay Repay from the train company instead.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Refund If You Do Not Travel
Refund Without Fees
If your train is delayed or cancelled and you choose not to travel or are unable to complete your journey, your unused ticket can be refunded without any fees by the original retailer. source
Ticket Websites
Trainline says that if your train is cancelled and you choose not to travel, you are entitled to a full refund, which you can request in self-serve. Delay Repay is separate. source
Delay Repay
What Delay Repay Is
Most train companies run Delay Repay: you can claim compensation when your train reaches your destination late. Many start at 15 minutes, but the threshold and rules are set by each company, so check the one that ran your train. source
How to Claim
You claim from the train company that ran the delayed train, normally online with proof of your journey. Great Western Railway says late claims are typically rejected, so claim quickly. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 28 daysClaim Delay RepayTypically within 28 days of the delay; late claims are usually rejected
- 40 working daysWait before going to the Rail Ombudsman40 working days from your complaint, or until the company sends a final response (deadlock letter)
Steps to Take
Step 1 of 5
Check the train is cancelled or delayed before you decide not to travel. Take a screenshot of the departure board or app.
Step 2 of 5
Ask the retailer that sold you the ticket for a refund: the station, the train company website or the app you used.
Step 3 of 5
Say the train was cancelled or delayed, so no admin fee should apply.
Step 4 of 5
If you travelled and arrived late instead, claim Delay Repay from the train company, quickly.
Step 5 of 5
If you are refused, complain to the train company, then go to the Rail Ombudsman. Our free letter templates can write it for you.
(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 Train Company's Complaints Team
Your Delay Repay claim is rejected or unpaid, or you want to complain about a cancelled or very late train.
Rail Ombudsman
After 40 working days, or once you have a final response (deadlock letter), if the train company is a member of the scheme.
Good to Know
Small things that make your complaint stronger.
A refund and Delay Repay are different: a refund is for a journey you did not make, Delay Repay is for a journey that arrived late.
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
- nationalrail.co.uk/help-and-assistance/compensation-and-refunds Checked 13 October 2026
- support.thetrainline.com/hc/en-gb/articles/5423623835039 Checked 13 October 2026
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 12 October 2026
- railombudsman.org Checked 12 October 2026