Great Value Train Travel
MONEY BACK FOR DELAYS AND UNUSED TICKETS
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
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.
Unused Ticket Refunds
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.
Unused Ticket RefundsAmending your Booking
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. Changes to the outward and return journeys must be made separately.
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.
Changes to the outward and return journeys must be made separately.
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.
Refunding Your Ticket
Refunding Your Ticket
Refunds must be made at your point of purchase within 28 days of the ticket's expiry date. If you booked on the Hull Trains website or app, you can claim a refund via our Refund Portal. You may be asked to send physical tickets to our freepost address at FREEPOST HULL TRAINS REFUNDS.
Advance tickets are non-refundable, unless you didn’t travel because your train was delayed or cancelled. A £5 administration fee is applied to each refund application. This fee is not applied if you abandoned your travel plans due to your train being delayed or cancelled. If you travelled and your journey was delayed, please apply for Delay Repay compensation instead.
If you are rebooking and claiming a refund on your old booking, please note all ticket changes must be applied for through the same portal. A refund cannot be processed through the Hull Trains Refund Portal and a subsequent rebook to change the date through another retailer.
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.
Passengers' Charter
This document outlines our commitment to providing the highest standards of customer service, as well as great value for money.
Passengers' Charter
FAQs
Here are the most commonly asked questions by Hull Trains customers both before, during and after you travel.
View Our FAQs
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.
Passengers' Charter
This document outlines our commitment to providing the highest standards of customer service, as well as great value for money.
Passengers' Charter
FAQs
Here are the most commonly asked questions by Hull Trains customers both before, during and after you travel.
View Our FAQsHow do I make a delay repay claim?
Can I submit a compensation claim by post?
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.
What are you entitled to?
- 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.
How long will it take to process my claim?
How will you compensate me?
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
Why was my claim unsuccessful?
- 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
How will this affect my legal rights as a consumer?
I have a Season Ticket, how do I claim for Delay Repay?
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 |
What is your current Delay Repay processing information?
| 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 |
