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, or your train was cancelled, you could be entitled to compensation. Simply complete our delay compensation form below to claim. Claims must be submitted within 28 days of the date of travel. 

For delays between 30 to 59 minutes, we will pay 50% of the cost of your single ticket or 25% of your return ticket. For delays of one hour or more, we will pay the full cost of your single ticket or 50% of the cost of your return ticket. 

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How Would You Like To Receive Compensation?

Delay Compensation FAQ's

  • Delays under 30 minutes - no compensation is due.
  • Delays of 30 to 59 minutes - we will pay 50% of the cost of your single ticket or 25% of your return ticket.
  • Delays of one hour or more - we will pay the full cost of your single ticket or 50% of the cost of your return ticket.

Compensation is in line with our Passengers' Charter. More information about this can be found here.

When the claim is approved, compensation should be with you within the following 10-15 working days.

It’s your right to receive your compensation in the same way as you paid for your ticket, providing you submit your claim within 28 days of the date of travel. 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.
You can also submit a compensation claim by post. To download a compensation claim form, click here. You can post this to us at the below address.

Hull Trains FREEPOST RLYY-XSTG-YXCK
4th Floor Europa House
184 Ferensway
Hull
HU1 3UT

Important: This is a Freepost address so you must address the envelope exactly as indicated. Do not add any additional addresses. No stamp is required.

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