Compensation claim about a train journey

Use this letter to complain about poor service on any kind of train journey, e.g. normal day-to-day journeys, sleeper services or special leisure or 'experience' journeys.

Use it to claim a full or partial refund from the train company if any aspect of your journey:

• wasn't provided with reasonable care and skill; or
• didn't match the information you were given about it beforehand.

This could be any kind of problem. For example: overcrowding, broken toilets or aircon, or seat reservations not honoured.

You can also claim back any out-of-pocket expenses you incurred.

Don't use this letter if:

• your train journey was entirely outside of the UK (e.g. you can still use it if travelling between London and Paris);
• your train journey was part of a package holiday/trip (use our Compensation claim about a package holiday instead); or
• you were on a standard train journey (i.e. not a special excursion) and the only problem was a delay. In this case, the train company is likely to have its own procedure (e.g. delay repay) and you should follow that.