If your train stops or is delayed because of an incident on the tracks, stay on board unless railway staff or emergency services tell you to leave. Do not step onto the tracks or try to walk to a station. Get instructions from the crew, follow official updates, and check with the operator before arranging replacement travel yourself.
What should you do while the train is stopped?
- Stay on the train. Leave only when railway staff or emergency services direct you to do so. If instructions are unclear, ask the crew. Never walk along the tracks or attempt to reach a station on foot.
- Find out what is happening and what comes next. Listen to announcements and check the train operator’s official service updates and station information screens. Look for an estimated delay, whether the train is expected to continue or terminate, and any authorized alternative service. The UK rail regulator, the ORR, says operators should provide prominent online disruption warnings and duration estimates, with announcements aligned to passenger information screens: ORR guidance on passenger information.
- Tell staff if you need help. If you have a disability, health condition, or immediate welfare need, let train staff know promptly and ask what assistance is available. Confirm arrangements with the operator rather than assuming a particular service will be provided.
- Keep a record. Save your ticket or booking confirmation and note the date, train, route, scheduled and actual arrival times, and any advice or announcements you receive. Keep receipts for expenses and, when safe and useful, screenshots of official service notices.
- Check before spending money on alternatives. Ask staff or the operator whether a different train, taxi, or hotel is authorized and whether its cost can be reimbursed. The rules for rerouting and expense reimbursement depend on where you are travelling and on the circumstances.
Should you continue, reroute, or abandon the journey?
Base the decision on the operator’s confirmed plan, your likely arrival time, onward connections, and the cost and authorization of any alternative. Ask whether your ticket remains valid on another service before boarding it.
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Continue or reroute
Ask the train company about the next available train, replacement transport, or another route. If you are travelling in the EU and your arrival is expected to be at least 60 minutes late, EU passenger guidance provides a choice of qualifying rerouting at the earliest opportunity or at a later date, without an additional charge, subject to the applicable circumstances and rules: Your Europe: rail passenger rights.
Abandon the trip
If you do not travel or cannot complete the journey, ask about a refund for the unused ticket. In Great Britain, National Rail says a disruption-related refund for an unused ticket is handled by the retailer that sold it and is available without fees. Updated National Rail refund rules took effect on 1 April 2026; for tickets bought before that date, the terms in force when the ticket was purchased apply. Check the current guidance and your ticket’s terms: National Rail: refunds and changing your ticket.
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Refund, compensation, and expense reimbursement are different
The right claim depends first on whether you travelled. In Great Britain, National Rail distinguishes a refund for an unused ticket from Delay Repay or another compensation claim after a journey you took. Contact the original retailer about an unused-ticket refund; contact the train company about compensation for arriving late. The operator, ticket type, arrival delay, and applicable scheme affect eligibility and payment. See National Rail ticket and compensation guidance.
| What you are claiming | When it applies | Where to start |
|---|---|---|
| Refund | You abandon an unused journey disrupted by the incident. | In Great Britain, contact the retailer that sold the ticket; rules depend on when it was bought. |
| Delay compensation | You travel and reach your destination late. | In Great Britain, claim from the train company under its scheme; thresholds and terms vary. |
| Expense reimbursement | You pay for alternative travel, accommodation, or other costs. | Ask the operator what is authorized before paying. Eligibility and reasonable-cost requirements depend on the applicable rules. |
What compensation or assistance may be available?
Great Britain: compensation after travelling
Delay Repay is available for any reason on participating National Rail services, including infrastructure-related causes, but the operator’s threshold and current terms apply. Other compensation schemes may differ. Check the train company’s claim page for the rules that apply to your ticket and the delay at your destination. UK Department for Transport guidance describes compensation of 25% of the ticket price for a delay of 60 to 119 minutes and 50% for a delay of 120 minutes or more; these are guidance figures, not a guarantee that every operator or ticket qualifies: UK government: rail passenger rights and obligations.
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EU: compensation after travelling
EU guidance describes compensation of 25% of the ticket price for a delay of 1 to 2 hours and 50% for a delay of 2 hours or more. It lists exceptions, including certain extraordinary circumstances such as individuals on the tracks. Do not assume every incident on the tracks receives the same legal classification. The guidance states that other rights, including rerouting and assistance, continue to apply in those cases: Your Europe: rail passenger rights.
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Assistance during a disruption
UK government guidance says passengers should be kept informed of estimated departure and arrival times. For delays over 60 minutes, the cited rules provide for reasonable meals and refreshments when available or reasonably supplied; accommodation and station transfers when an overnight stay becomes necessary and is physically possible; and certain transport when a train is blocked. EU guidance also provides for meals and refreshments proportionate to the waiting time and accommodation when an overnight stay is necessary and physically possible. These provisions have conditions; ask the operator what it will arrange before booking or paying for services yourself. For the EU rules, see Your Europe: rail passenger rights.
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For covered EU journeys, if the operator has not communicated rerouting options within 100 minutes, EU guidance describes a right to arrange qualifying alternative public transport and seek reimbursement of necessary, appropriate, and reasonable costs. Confirm that the rule applies to your situation and check national or operator implementation before relying on it: Your Europe: rail passenger rights.
How to claim compensation or make a complaint
Submit the right claim to the right party
For a Great Britain delay claim, use the train company’s compensation page or form. For a disruption-related refund on an unused ticket, contact the retailer that sold it. Submit promptly: deadlines, evidence requirements, and thresholds vary by operator. Keep your ticket, booking details, journey notes, and any receipts relevant to the claim. See National Rail ticket and compensation guidance.
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Escalate an unresolved complaint
The ORR advises passengers in Great Britain to gather details such as departure station, date, time, and ticket type, then contact the train company. A full response should usually arrive within 20 working days. If the issue remains unresolved, the Rail Ombudsman may review eligible complaints; its decision is binding on the train service provider. Read the ORR’s guidance: ORR: complaints.
Which rules apply to your journey?
The compensation and assistance rules above are specific to Great Britain or the EU; they are not universal or interchangeable. Before relying on a threshold or reimbursement rule, check your country, operator, ticket type, the journey you took, and—where relevant—the date you bought the ticket. For live disruption instructions, use the operator’s official channels.
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