MONEY BACK FOR DELAYS AND UNUSED TICKETS

Hull Trains will suspend services from 9th January 2021, so if you booked any ticket with us, for travel on a Hull Trains service, and your travel date is from 9th January onwards, you are entitled to claim a full refund within 28 days of the journey. Alternatively, you can change your ticket to a future date by logging into your Hull Trains account

You can still travel using your ‘Hull Trains only’ ticket on LNER, TransPennine Express and Northern for the same journey route between the same origin and destination stations on the ticket.  These operators have kindly agreed to convey ‘Hull Trains only’ ticket holders at no extra charge.  If you choose this option you must travel as close to the planned departure time of your original ticket and, if your journey includes travel with LNER you must book a seat reservation with them for the service you intend to travel on.  This can be done by contacting LNER using their website by going to a station booking office or by calling them on 03457 225 333.  Reservations can be made up to 5 minutes prior to departure, but you are strongly advised to do so as early as possible.
 
If you had a ticket to travel during the Christmas Travel Window, (23rd - 27th December inclusive), which has now been withdrawn due to the recent Government announcement, that was purchased on or after 24th November then you can claim a full refund. 

For customers with tickets for travel outside of the National Lockdown or Christmas Travel Window normal refund rules apply.

Please find detailed refund FAQs below.
 

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

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 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

Covid-19 Refunds FAQs

If you had a ticket to travel during the Christmas Travel Window, (23rd - 27th December inclusive), which has now been withdrawn due to the recent Government announcement, that was purchased on or after 24th November then you can have a full refund. You should claim your refund from where you purchased your ticket.  If that was us you can do so here, otherwise please contact the ticket retailer directly, but do so within 28 days of the date of the ticket. We have removed the £10 administration fee. 

Please follow the advice on the refund form.
• On the refund form, for "Reason for refund claim", select Service Cancelled / Disrupted.
If you have your paper tickets you must also print the refund form and send it along with your tickets to us at FREEPOST HULL TRAINS REFUNDS when you are able to do so.
 If you have not collected your tickets or have eTickets or Mobile Tickets please submit the refund form, you do not need to send us the form or tickets. 

Customers who purchased their tickets through third party retailers, eg. Trainline, or through other operators would need to contact them directly.
If you have an Advance Purchase ticket, that was purchased on or before 24th November to travel on or after 3rd December, but excluding the Christmas Travel Window, and then were unable to travel because the local covid alert level changed to Tier 2, 3 or 4 at the origin or destination of your ticket or we entered a national lockdown after you made the purchase, then you can make use of the following options:

Advance Purchase Tickets 
For passengers who bought Advance tickets and are unable to travel because the Local Covid Alert Level changed to Tier 2, 3 or 4 at the origin or destination of your ticket after you made the purchase, then you can make use of the following 2 options.

1. You can change your journey to another day/and or time without any administration fees (usually a £10 fee applies). Normal Excess Fare rules will apply, if you change to a more expensive service.

2. Or you can exchange your Advance Purchase ticket for a Rail Travel Voucher (RTV). The RTV will be valid for 12 months from the date of issue and may be used as payment towards a new ticket on any service. The RTV may not be exchanged for cash. Where possible RTVs will be issued to customers who purchased an Advance ticket to or from an area affected by local restrictions (local COVID alert level High or Very High in England or affected areas in Scotland or Wales).  

Normal refund rules apply to all tickets for areas that were already in local restrictions or lockdown at the time the ticket was purchased.

Anytime, Off-Peak and Super Off-Peak tickets are more flexible and can be changed anytime before you travel. There is no fee to change these tickets, you will only need to pay any difference in fare.
 
If you purchased tickets with Hull Trains, you are welcome to amend your ticket to a future date.

Log in to your Hull Trains account and select the journey under the 'My Bookings' section.
 At the bottom of the screen you will have the option as a dropdown menu after the words 'I would like to' to amend your tickets.
• Confirm the reason for the change (Change of Journey – new journey booked) and select the new tickets you wish to purchase.
• Any ticket price changes will then be applied and you will need to pay these. 

You must retain your original tickets (if these are print at home, make sure you have printed them out too).  Alternatively, go to any manned ticket office at a station and they will make these changes for you.  
Customers who purchased their tickets through third party retailers, eg. Trainline, or through other operators would need to contact them directly.
If you bought an ANYTIME, OFF-PEAK, SUPER OFF-PEAK or SEASON TICKET we can provide refunds on these tickets if for any reason you didn't, or are now unable to, travel. A £10 fee applies to all claims.

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@firstgroup.com.

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CHEAP TICKET ALERTS

  • 08 January 2021 Weekdays
  • 02 January 2021 Saturdays
  • 03 January 2021 Sundays
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