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Train ticket rebate
By Hannah Ricci
Thousands of us endure late and cancelled trains every week but don't claim the compensation we're entitled to. Whether you're commuting to work or taking a cross country trip, you could be eligible for a rebate if your journey is disrupted, so follow our steps to making a claim.
The criteria for compensation differ between train companies, so check individual company websites. The type of refund also varies - some offer cash refunds, while others reimburse you with vouchers; some cover for delays of 30 minutes, while others have you waiting an hour before they refund. Don't be discouraged if you don't meet the criteria, claims are often considered on an individual basis.
Make your claim as soon as possible after the incident to heighten your chances of receiving a rebate; most train companies must receive applications within 28 days of the ticket's expiry date. You can claim an immediate refund from the ticket office at the station if you decide not to travel because your train is cancelled or delayed - often subject to an administration fee of £5.
Compensation is usually only given if the reason for the delay is within the control of the company, so if extreme weather conditions are to blame you may not be eligible for a claim.
If you hold monthly or annual season tickets and are subject to repeated delays you could be entitled to a discount. Each train company has punctuality and reliability targets - so if your route has consistently been below that target you can get a rebate. On Virgin Trains, for example, if punctuality is more than 3% below the 90% target or reliability is more than 1% below the 99% target you will receive a discount of 5% when you renew your ticket, or the equivalent value in vouchers.
How to make a claim
Get as much information as possible about the cancelled or delayed journey and make the claim in writing to the train company concerned. Download a form from the company's website.
The refund form for Transport for London can be found at tfl.gov.uk/tube/contacts/refunds.asp. You'll often be asked to supply tickets and receipts, but be sure to keep a copy for reference.
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