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. You can claim monies for yourself or you can now 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.

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? Now make fee free changes and book with confidence, see more details below.

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

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

Book with Confidence: Fee Free Changes

From 21 June 2021, Advance ticket bookings can be changed to a different time, date or class of travel fee free until 31 December 2021, up to 18:00 the day before you travel. You will not be required to pay the admin fee, but any difference in fare must be paid. 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. 

If you are unable to travel but you do not yet know your new travel dates as long as you notify us before 18:00 on the day before travel we will allow you to cancel your journey and to receive an e-voucher for the full value of your ticket, which will be valid for 12 months.

Book with Confidence: Amending a Booking

If you have booked a paper ticket on the Hull Trains website or app, 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). If you have purchased an e-ticket or Print at Home ticket via the Hull Trains website or app, you must apply for a refund and repurchase a new ticket. No admin fee will be applied.

If you booked by any other method or your original date of travel is in less than 5 days, you can take your ticket(s) to any station with a staffed ticket office up to 18:00 on the day before you travel to change them. Changes after 18:00 on the day before travel will be subject to an admin fee and difference in fare. For third party bookings, please contact the retailer direct. If they are paper tickets, you can change them at any staffed ticket office.

Our disruption plan

Along with other UK train operators, 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
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
  • 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
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.
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