Keep your ticket and proof of purchase, the details of your planned and actual journey, evidence of the disruption, relevant correspondence, and itemized receipts for any costs you want reimbursed. The claim route depends on where you travelled: Great Britain uses train-company schemes such as Delay Repay, while EU passenger-rights rules set separate minimum rights and conditions.
What evidence should you keep?
Save records that show what you bought, what journey you planned, what happened, and what you spent as a result. The Rail Ombudsman’s Compensation Framework lists examples of evidence passengers may use in a dispute; it is not a requirement to submit every item, and an operator may ask for information specific to its claim system.
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- Ticket and payment: Keep the ticket, booking confirmation, and proof of payment. If a paper ticket is required and will be surrendered or collected, photograph both sides first.
- Journey details: Record the travel date, planned route, departure and intended arrival times, actual arrival time, and any missed connection.
- Disruption information: Save screenshots or photographs of station boards, cancellation notices, operator messages, or relevant journey-planner information while they are available.
- Advice and correspondence: Keep emails, chat transcripts, and notes of staff advice—especially instructions to take another route or stay overnight.
- Additional costs: Retain itemized receipts for expenses you intend to claim, and note why each cost was necessary.
- Alternative arrangements: Record the route you took and any steps you took to reduce the disruption. Describe the journey accurately.
The Ombudsman’s framework also identifies photographs, witness statements, and records of pre-booked assistance as possible evidence. Rail companies may hold relevant records of their own, including automated gate or smartcard data, CCTV, journey-planner records, and disruption reasons. These examples come from the Rail Ombudsman Compensation Framework.
Do these 3 things before closing this tab:
1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsA folder or travel wallet can help keep paper tickets and receipts together, but it is optional; digital tickets and saved screenshots may be enough for many claims.
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Choose the right claim route
Before submitting anything, establish which rules apply. Check the country and route, the train company, your ticket type, whether you travelled or abandoned the journey, your actual arrival delay, and the applicable claim deadline. Do not assume a threshold or form used by one operator or country applies to another.
Great Britain: claim from the train company if you travelled late
If you completed the journey and arrived late, National Rail says to request compensation from the train company. Participating services use Delay Repay, but companies’ schemes and thresholds differ; the operator’s current Passenger’s Charter explains its rules. Delay is measured against the normal timetable or an amended timetable published in advance. Claims can generally be made online or by post using the company’s form. See National Rail’s Delay Repay guidance.
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The UK Department for Transport’s 2025 report records 18 train companies offering compensation for delays of 15 to 29 minutes in 2025, and records the same number in 2023. Most companies now offer compensation in that interval, but some have different thresholds; the figure is not a universal entitlement or a promise that every operator will compensate every delay in that range. The report also describes online, email, and letter claims, as well as one-click options in some circumstances. Account creation and bank details are common requirements in some systems, not universal ones. Follow the operator’s current instructions. Department for Transport: Delay Repay compensation report.
The Office of Rail and Road says: “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.” This statement applies within the scope of the relevant Great Britain rules; the regulator’s cited code excludes Eurostar international services, charter operators, and certain small-scale operations. See the ORR compensation guidance.
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Great Britain: request a refund if you did not travel or could not complete the journey
A refund is different from compensation for arriving late. National Rail says that if disruption means you do not travel or cannot complete the journey, you can seek a refund for the unused ticket through the original retailer, without fees. If you travelled and arrived late, the compensation claim goes to the train company instead. Check National Rail’s guidance and the retailer’s instructions for your ticket.
European Union: distinguish compensation, refund, rerouting, and expenses
EU passenger-rights guidance describes several different remedies. If, at departure, you are told to expect a delay of at least 60 minutes at your final destination, you may choose a refund or rerouting/continuation under comparable conditions. Assistance can include meals and refreshments proportionate to the waiting time; where an overnight stay is necessary and physically possible, it can include accommodation and transport between the accommodation and station.
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For certain delays or cancellations, if the railway has not informed you of available rerouting options within 100 minutes of the scheduled departure, the guidance says you may make your own alternative arrangements using other public transport. Reimbursement is limited to costs that are necessary, appropriate, and reasonable. Keep receipts and records of your attempts to obtain instructions; this is not blanket permission to buy any replacement transport.
If you continue the journey and arrive at least one hour late, the general EU minimum compensation is 25% of the ticket price for a delay of one to two hours, and 50% for a delay of two 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 the ticket, chose a ticket refund, the rerouted journey’s delay is under one hour, or qualifying extraordinary circumstances caused the delay. A country or operator may offer more favourable terms. Read the EU rail passenger-rights guidance for the conditions.
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Submit the claim and track its deadline
For a Great Britain journey
- Identify the train company and open its current Passenger’s Charter or compensation page.
- Check the operator’s threshold, ticket-specific rules, form, and submission deadline.
- Submit the claim using the operator’s specified online, postal, or other route, with the evidence requested.
- Keep a copy of the submission and any confirmation or reference number.
For an EU journey
You can send a claim electronically or on paper directly to the railway company, using its own form or the EU-wide claim form; the EU-wide form is optional, not mandatory. Submission deadlines may be country-specific, so check the railway’s applicable rules. For a missed connection, whether you held a through-ticket matters: the described EU missed-connection rights apply to through-tickets, while separate tickets may depend on agreements between companies.
What to do if you lack a particular record
Submit the useful evidence you do have and explain gaps plainly. A missing screenshot does not by itself establish that a claim cannot be made: the framework’s examples are non-exhaustive, and the railway may hold operational records. Give accurate journey times and route details, attach available ticket or payment evidence, and ask the operator what additional information it needs.
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