Refunds & Compensation

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Refunds & Compensation

MONEY BACK FOR DELAYS AND UNUSED TICKETS

If the Hull Trains service you planned to catch was cancelled or delayed, and you didn’t travel, you can claim a refund within 28 days. If you bought your tickets from another train company you’ll need to get in touch with them directly. If you did travel, but your journey was delayed by 30 minutes or more, you can apply for compensation.

Delay Compensation

We work hard to make sure our trains run as planned, but if you were delayed by more than 30 minutes you could be entitled to delay compensation. Simply complete our delay compensation form to claim.

Apply For Compensation

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

Delay Compensation

We work hard to make sure our trains run as planned, but if you were delayed by more than 30 minutes you could be entitled to delay compensation. Simply complete our delay compensation form to claim.

Apply For Compensation

Unused Ticket Refunds

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 Plan.

View the PIDD Industry Action Plan and Annual Progress Report.

View the ATOC Approved Code of Practice.