WHAT HAPPENS WHEN YOU'RE DELAYED

We work hard to make sure our trains run as timetabled, but if you were delayed by more than 30 minutes you could be entitled to delay compensation. If you were delayed for 30 to 59 minutes we will pay 50% of the cost of your single ticket or 25% of your return ticket. If you were 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. Simply complete our delay compensation form below to claim.

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Delay Compensation FAQ's

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.
When the claim is approved (which at present due to a large backlog of correspondence is taking 20 working days), compensation should be with you within the following 10 working days. Thank you for your patience.
It’s your right to receive your compensation in the same way as you paid for your ticket. The full range of repayment options available through the online form are:
• Electronic bank transfer (BACS)
• Cheque
• National Rail Voucher
• Hull Trains e-vouchers
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 customerservices.hull@firstgroup.com.

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