The Consumer Rights Act 2015
Train travel is a service, and under the Consumer Rights Act a service should be carried out with reasonable care and skill. Several train companies, including ScotRail, Transport for Wales and Merseyrail, say on their Delay Repay pages that they'll look at extra costs case by case under this law.
- Keep receipts for anything you had to pay because of the delay.
- Explain why the cost was necessary, for example that there was no later train that night.
- Delays caused by things outside the railway's control, such as severe weather, may not be covered. Transport for Wales says this on its page.
- Claims are usually capped at a reasonable amount, and some companies cap them at the ticket price.
If your claim is refused
- Appeal to the train company. Many give you a month to appeal a Delay Repay decision. Quote your claim reference.
- Complain formally. The Office of Rail and Road says companies should usually give a full response within 20 working days.
- Go to the Rail Ombudsman. If you're still not happy, the Rail Ombudsman is free, and its decisions are binding on the train company.
First, check what Delay Repay owes you with the compensation calculator.
Sources: GOV.UK consumer rights, Office of Rail and Road, Rail Ombudsman, ScotRail, Transport for Wales.