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? Make fee free changes and book with confidence, see details below or visit our Changing Your Ticket page.

Common Delay Repay queries can be found in the FAQ section at the bottom of this page.
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
Hull Trains Paragon exterior with close up of logo

Book with Confidence: Fee Free Changes

Advance ticket bookings can be changed to a different time, date or class of travel fee free until 30th September 2022, 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.

Find Out More
Woman using mobile phone

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've purchased an e-ticket via the Hull Trains website or app, you must apply for a refund and buy 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 staffed station 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, contact the retailer direct. If they are paper tickets, you can change them at any staffed ticket office.

Find Out More
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.

Find Out More
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.

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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.
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 Seaon 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.

  Period 1
01/04/22 - 30/04/22
Period 2
01/05/22 - 28/05/22 
Period 3
29/05/22 - 25/06/22 
Volume of Delay Repay compensation claims received 815 867 569
Volume of Delay Repay compensation claims approved 723 775 479
Value of total Delay Repay compensation paid £22,969 £28,795 £26,967
Average time for claims to be processed (in working days) 3.5 2.9 2.8

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