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
We work hard to make sure our trains run as planned, but if things go wrong you may be able to claim compensation.
If your train was cancelled or delayed and you decided not to travel, and your ticket or relevant portion of it is completely unused, then please submit a claim for a full refund within 28 days of the date of travel to the original ticket seller. Please note that this may not be Hull Trains.
In order to claim compensation for a delayed or cancelled train please fill in the Compensation Claim Form below. You need to attach 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 be attached below as a separate file. 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 form, 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 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.