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 agreedPassenger'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 firstname.lastname@example.org.
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.