Sometimes, unexpected situations may prevent you from using your reservation and travelling on your planned train. This can include situations such as strikes, medical emergencies, last-minute cancellations, or missing your train due to delays.
There may also be cases where you do travel, but the service provided is not as expected, for example, last-minute downgrades, having to travel without a seat in the aisle or passageway, or missing or unavailable carriages.
In these situations, the most important thing to remember is: please do not cancel your reservation. If you cancel it yourself, we will not be able to assist you with a refund request from the booking provider, as this is considered acceptance of the refund conditions.
Instead, please contact us directly. We will review your case and provide you with the appropriate guidance and next steps.
Good to know:
If your train is cancelled, please try to provide us with supporting proof where possible. This can include a screenshot of the cancellation email from the railway company, a photo or screenshot of the departure board or timetable at the station showing the cancellation, or a screenshot from the carrier’s website confirming that the train has been cancelled.
If a train is delayed for more than an hour:
- Fill out the form online: Delay Compensation Request online form, or
- Submit the request via the Rail Planner app: Open the app, go to "More" > "Help Centre" > "Refunds and Exchanges" > "Apply for Delay Compensation."