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Learn > Travel Refunds

Trains, planes (not automobiles!)

Train delayed or cancelled?

I used to commute to work on a monthly season ticket costing just shy of £300 per month. The trains were always late and often cancelled, yet I was told I wasn’t due any compensation for my inconvenience. But non-season ticket holders could. This triggered my journey into travel refunds.

Let’s look at a few different scenarios:

Train delayed!

Most train companies are now offering Delay Repay under a new scheme. See what you could claim below:

Delay time. Compensation for a single ticket

15-29 mins 25% of ticket value

30-59 mins 50% of ticket value

1 hour + 100% of ticket value

Delay time. Compensation for a return ticket

15-29 mins 12.5% of ticket value

30-59 mins 25% of ticket value

1 - 2 hours 50% of ticket value

2 hours + 100% of ticket value

Delay time. Compensation for a weekly ticket

15-29 mins 25% of single trip cost

30-59 mins 50% of single trip cost

1 - 2 hours 100% of single trip cost

2 hours + 100% of daily value (2 x single trip cost)


Train cancelled?!

If your train was cancelled then you should have been offered an alternative method of transport or a full refund.

However, in some instances this may not be the case. Especially if you hold a monthly or annual season ticket.

Example:

I used to catch the train to work and it would sometimes be cancelled, the next one would be 2 hours later so I would drive to work instead.

Instead of requesting a refund for the daily part of my monthly season ticket, I was able to write to GWR and reclaim all mileage between the stations at 45p per mile as well as the cost of my parking ticket. A claim of about £60 instead of £6.

It is always worth writing to your train company in situations such as this, as they will often give you some form of compensation.

Flight delayed?

You could be due up to €600 per person if your flights arrived over 3 hours late! Let’s get into the details

For most flights departing from or arriving in the EU (incl. UK) if you arrive 3+ hours late you are likely due compensation:

Arrived under 3 hours late?

Sorry, you won’t be eligible for compensation.

Arrived 3+ hours late?

Short haul (<1,500km trip) you can claim €250

Medium haul (1,500-3,500km) you can claim €400

Long haul (> 3,500km) you can claim €300

Arrived 4+ hours late?

Long haul (> 3,500km) you can claim €600

Arrived 5+ hours late?

For all flights you will also be eligible for a full refund on top of your compensation.

Wait, there’s more?

If you are delayed by over 2 hours your airline must also provide reasonable care for you.

This means that they should provide you with:

  • A reasonable amount of food and drink (often provided in the form of vouchers)

  • A means for you to communicate (often by refunding the cost of your calls)

  • Accommodation, if you’re delayed overnight (usually in a nearby hotel)

  • Transport to and from the accommodation (or your home, if you are able to return there)

This should be provided until they are able to fly you to your intended destination.

If you aren’t offered this because staff are busy, you can keep any receipts and use this to reclaim. Remember, these must be reasonable costs.

Flight cancelled?

If your flight has been cancelled altogether you are due a refund equivalent to the unused parts of your tickets.

If you have already travelled part-way you must be offered transport home.

If you still want to travel the airline must find an alternative flight do your destination, this can be with them or another provider if it departing sooner.

Again, whilst you are waiting for this new flight reasonable care must be provided for you by the airline.

For more information on flight delays and cancellations visit the CAA site here.

If we missed anything you want to know please ask us and we will get back to you.