Claim Compensation

Claiming Compensation - How it Works and Our Claim Form

Delayed for 30 to 59 minutes?

... we will pay 50% of the cost of your single ticket or 25% of your return ticket

Delayed for one hour or more?

... we will pay the full cost of your single ticket or 50% of the cost of your return ticket

Claim compensation within 28 days of delay

Compensation should be with you within 14 days of your claim being agreed

Passenger's Charter

Please note - we are currently experiencing a very high volume of correspondence coming into the Customer Services department and therefore it will take longer than usual to respond to all enquiries, contacts and delay repay claims. We apologise for the inconvenience, but we will respond in due course. 

We work hard to make sure our trains run as planned, but if things go wrong you may be able to claim compensation.

Please fill in the Compensation Claim Form below. You need to attach your tickets and any seat reservations or mobile screenshots so we can work out how much compensation you are due, so please keep hold of them.

Please note that when you submit your form, you will then see a ‘Thank You’ screen, which means that your form has been submitted successfully.  At present we cannot send a confirmation email to inform you that we have received your claim although we are planning to introduce this starting in April 2017.

In accordance with your legal rights as a consumer you may be eligible to a different level of compensation where Hull Trains is at fault and nothing set here is intended to limit or exclude your legal rights in these circumstances.  If you believe this applies to your journey, please contact our Customer Services Team at customer.services@hulltrains.co.uk.

Please note that we reserve the right to refuse any claims which we believe to be fraudulent in nature and we will always refer these to the British Transport Police for prosecution.

Sending in your claim

To complete this form online, you will need to upload your tickets and seat reservations in the relevant box. For e-tickets please provide a screenshot of your mobile ticket showing the exact price per ticket or your original booking confirmation, again showing the exact price of your ticket. Please note, we do not refund any booking fees.

If you wish to be compensated directly to your debit/credit card, please download and post your completed form to us for your claim to be processed.


All fields must be filled in:

Personal Details







Your journey details







Attach your tickets, seat reservations or mobile screenshots (showing the exact prices)


Please choose ONE payment method. Please note if you wish to receive payment via BACS or a debit or credit card you will need to fill out our downloadable form.




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