MONEY BACK FOR DELAYS AND UNUSED TICKETS

To make a claim for Delay Repay compensation for journeys where you have experienced a delay of 30 minutes or more, see the Delay Repay section below or click here to access the Delay Repay Portal. You can claim monies for yourself or you can donate your compensation to our charity partner, Action for Children. Simply complete the online form and select the charity option.

You can also apply for a refund for an unused ticket purchased through this website, the Hull Trains app or on board our trains; or because your train was cancelled or delayed you abandoned your journey and had to return to your point of origin. Refund requests must be made online via the Refund Portal.

You can find the details of our Passenger Information During Disruption (PIDD) Local Delivery Plan which shows how we deal with disruptive incidents.

Need to make a change to your booking? Visit our Changing Your Ticket page for more details.

Common Delay Repay queries can be found in the FAQ section at the bottom of this page.

Applying for Delay Repay or a Refund

576x592 King's Cross Station

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
Hull Trains Paragon passenger boarding the train at London Kings Cross

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.

Unused Ticket Refunds

Amending your Booking

Hull Trains Paragon exterior with close up of logo

Making Changes to Your Booking

Advance ticket bookings can be changed to a different time, date or class of travel before your original booked service departs. You will be charged a £10 admin fee per Advance ticket, and any difference in fare between the original ticket and the new ticket.

Your origin, destination, route and Train Operator must remain the same, but you can change the date, time and class of travel if your plans change, subject to availability. 

Changing Your Ticket
Woman using mobile phone

Amending a Booking

Paper tickets: Log in to My Account to view and amend a booking. Changes can be made up to 5 days before departure to allow enough time to re-issue your ticket(s).

e-tickets: Change via My Account or the Hull Trains app. You will be issued with a new e-ticket & must show both your original & new tickets when you travel.
 
If booked by any other method or your original date of travel is in less than 5 days, take your tickets to any staffed station ticket office before you travel to change them. All changes will be subject to a £10 admin fee for each Advance ticket changed and a difference in fare. For third party bookings, contact the retailer direct. If they are paper tickets, you can change them at any staffed ticket office.

Changing Your Ticket
Hull Trains Paragon logo on the side of the train

Our Disruption Plan

Along with other UK train operators, we follow the Passenger Information During Disruption (PIDD) principles, a national initiative ensuring a consistent approach to providing information during service disruption. To see what you can expect from us during disruption, visit our Customer Information Pledges webpage.

station

Passengers' Charter

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

Passengers' Charter
Hull Trains Paragon on board team member walking through carriage

FAQs

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

View Our FAQs
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. Make sure you claim with the correct train operator of the service you travelled on and experienced a delay.
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)
  • Credit/debit card
  • Cheque
  • National Rail Voucher
  • Hull Trains e-vouchers
  • Charity contribution to Action for Children
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
If you wish to appeal against an unsuccessful claim, please email details of your appeal to us at customerservices.hull@hulltrains.co.uk
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@hulltrains.co.uk.
If you have a Season Ticket valid for travel on our trains, please include a copy of the ticket with your application. Season Ticket holders should claim for delay repay in respect to each individual journey on which they are delayed and include details of the specific train on which you were travelling. 

Use the table below to calculate the amount of Delay Repay Compensation you're entitled to. Divide the cost of your Season Ticket type over the number underneath delay times.

Season Ticket Type 30 to 59 Minutes Above 60 Minutes
 Weekly 20 10
Monthly 80  40
Quarterly 240  120
Annual 928  464

As part of the new Delay Repay Code of Conduct, we have a commitment to publish quarterly Delay Repay processing and payment details to our website.

  Volume of Delay Repay compensation claims received
% of claims approved Total value of compensation paid
Average processing time (days) 
Period 10
10/12/23 - 06/01/24
3,603 77.3% £119,567 3
Period 11
07/01/24 - 03/02/24
1,354 106.1% £58,436  3
Period 12
04/02/24 - 02/03/24
1,263 81.3%  £29,544 2
Period 13
03/03/24 - 31/03/24
1,530 69.9%  £41,774 2

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