Travel advice until 12th December: Alterations to some servicesRead more

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

Submit your claim within 28 days of your delay

*Please see below for further information

Passenger's Charter

When your claim is approved (which at present due to a large backlog of correspondence is taking 30 working days), compensation should be with you within the following 10 working days.

We have extra resources in place dealing with this backlog, but in the meantime thank you for your patience whilst we get to your claim.

We work hard to make sure our trains run as planned, but if things go wrong and your train is cancelled or there is a delay to your journey you may be able to claim compensation. Click here to download our PDF version.

Please rest assured that your claim will be processed and if a claim is valid, we will pay compensation in the method requested. Hull Trains e-vouchers can be used on the Hull Trains website only, but you can purchase tickets for any rail journey on the British rail network with them through our website. 

You will need to send a clear, legible copy of your ticket(s) and any seat reservation(s) (if held) or a full mobile ticket screenshot.  This will enable us to calculate the amount of compensation due, so please keep hold of all rail tickets and seat reservations after you travel.  As we do not provide recompense for booking fees or card charges levied by other vendors to avoid delay to your claim, please ensure that mobile screenshots itemise these clearly.  We will also accept booking confirmations (received at the time of your ticket purchase if purchased online), which should also be sent.  All documentation: mobile screenshots, tickets or booking confirmations should detail the following information collectively:

  • Date of travel
  • Schedule departure time
  • Journey route
  • Individual cost (minus any booking fees or credit card charges)

 

Please note that when you submit your claim, you will receive a confirmation email to inform you that we have received your claim.

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.

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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