MONEY BACK FOR DELAYS AND UNUSED TICKETS

If the Hull Trains service you planned to catch was cancelled or delayed, and you chose not to travel, you can claim a refund within 56 days after the date of travel. This extended timeline on refunds is temporary whilst COVID 19 restrictions have been in place and will revert to 28 days for all ticket refunds from 7th September. If you bought your tickets from another train company you’ll need to get in touch with them directly.

If you did travel and your journey was cancelled or delayed by 30 minutes or more, you can make a delay repay claim.

Advance Ticket Changes: Advance tickets dated from 07.00 on 23rd March – 23.59 on 6th September can be changed without any fees being charged, however from 7th September 2020 normal fees apply.

Advance Ticket Refunds: For Advance tickets purchased for travel after 07.00 on 23rd March then a full refund can be claimed with no refund fee applied. AFTER 23.59 on 6th September normal refund rules and fees apply to all Advance tickets. 

Delay Repay

If your train was cancelled or you were delayed by more than 30 minutes you could be entitled to delay compensation. Simply visit the Delay Repay portal below and complete your claim within 28 days of the date of travel. FAQs can be found towards the bottom of this page.

Apply For Delay Repay

Unused Ticket Refunds

If you bought your ticket with Hull Trains and decided not to travel due to your train being cancelled or delayed, and your ticket is completely unused, then please submit a claim for a full refund within 28 days of the date of travel.

Apply For A Refund

Our disruption plan

Along with other train operating companies in the UK, we follow the Passenger Information During Disruption (PIDD) principles, a national initiative which ensures a consistent approach to providing information during service disruption. To see what you can expect from us during disruption view our PIDD Local Delivery Plan.

View the PIDD Industry Action Plan and Annual Progress Report.

View the ATOC Approved Code of Practice.

Passengers' Charter

This document outlines our commitment to providing the highest standards of customer service, as well as great value for money.

Find Out More

FAQs

Here are the most commonly asked questions by Hull Trains customers both before, during and after you travel.

Find Out More

Covid-19 Refunds FAQs

Advance Ticket Changes: Advance tickets dated from 07.00 on 23rd March – 23.59 on 6th September can be changed without any fees being charged, however from 7th September 2020 normal fees apply.

Advance Ticket Refunds: For Advance tickets purchased for travel after 07.00 on 23rd March then a full refund can be claimed with no refund fee applied. AFTER 23.59 on 6th September normal refund rules and fees apply to all Advance tickets. 

If you purchased your ticket from Hull Trains, you can claim a refund here.  Please follow the advice on the refund form regarding evidence of tickets. 
If you have already collected tickets: Customers with Off-Peak and Anytime tickets can obtain a refund from your original place of purchase. If you purchased your ticket from Hull Trains, you can claim a refund here.  Please follow the advice on the refund form regarding ticket evidence. 

If you have not collected your tickets or have eTickets or Mobile Tickets please submit the refund form, you do not need to send us the form or tickets. Customers can also rebook with an alternative train operator if your ticket is flexible (Anytime or Off-Peak) and if your ticket is dated for that day of travel.
Customers who purchased their tickets through third party retailers, eg. Trainline, or through other operators would need to contact them directly.
Any previously stated additional COVID-related cross ticket acceptance arrangements with other train operators will no longer apply from 7 September 2020. 

Delay Repay FAQs

Simply visit our Delay Repay portal and complete your claim within 28 days of travel. You can also log in or register on our Delay Repay portal so you can keep track of any previous claims.
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.

FREEPOST Hull Trains Delay Repay

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.
  • 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
There are a number of reasons as to why a claim may be unsuccessful. The most common reasons are below.
  • The delay was less than 30 minutes
  • The same claim was submitted twice for the same journey
  • Incorrect journey details were provided
  • The claim was submitted outside of 28 days of travel
  • The ticket has already been claimed against
  • The journey was taken with a different train operator and your claim was referred to the operator responsible for the delay to respond to
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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CHEAP TICKET ALERTS

  • 06 November 2020 Weekdays
  • 07 November 2020 Saturdays
  • 01 November 2020 Sundays
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