Guides › Train Delays › Trainline Refund: Cancelled Trains and Fees
Trainline Refund: Cancelled Trains and Fees
Trainline says if your train is cancelled and you choose not to travel, you are entitled to a full refund, which you can request yourself in the app or website. For some ticket types, refunds you ask for for other reasons may carry an admin fee of up to £5. If your train was delayed, claim Delay Repay from the train company. Consumer Protection UK is independent and is not connected to Trainline.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Trainline's Refund Rules
Cancelled Trains
Trainline says that if your train is cancelled and you choose not to travel, you are entitled to a full refund, and you can request it in self-serve. If your train is delayed, you may be entitled to Delay Repay from the train company, which is separate. source
Fees and Deadlines
From 1 April 2026, for certain National Rail ticket types, an admin fee of up to £5 per ticket (up to £10 per Season Ticket) may apply to eligible refunds, and no refund is paid if the fee is higher than the refund. You must request it before 23:59 on the day before the ticket becomes valid. source
National Rail Rules
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
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.
- 23:59Request a refund on affected ticketsBefore 23:59 the day before the ticket is valid
- 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 whether your train was cancelled or delayed: take a screenshot.
Step 2 of 5
If cancelled and you did not travel, request a refund in the Trainline app or website.
Step 3 of 5
Say the train was cancelled, so no admin fee should apply.
Step 4 of 5
If you travelled late, claim Delay Repay from the train company instead.
Step 5 of 5
If refused, complain to Trainline, then the train company and 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.
Trainline's own fees, such as booking fees, may be treated differently from the ticket price: check what was refunded.
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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
- support.thetrainline.com/hc/en-gb/articles/5423623835039 Checked 13 October 2026
- nationalrail.co.uk/help-and-assistance/compensation-and-refunds Checked 13 October 2026
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 12 October 2026
- railombudsman.org Checked 12 October 2026