Have YOU been caught up in widespread rail disruption during Storm Gerrit? Here's how to apply for train delay repay compensation

By EIRIAN JANE PROSSER, SENIOR REPORTER

Published: | Updated:

Rail passengers have been scrambling to get refunds for delayed or cancelled trains after Storm Gerrit caused mass disruption on the railways.  

The storm sparked chaos for thousands of Britons in recent days after railway operators cancelled or delayed journeys, with more disruption expected leading up to the New Year's Eve festivities. 

Passengers faced cancellations and delays on several lines today including Avanti West Coast, LNER and ScotRail.

Now customers have taken to social media complaining that they have found it difficult to get compensation back from ticket operators.

Other passengers have now urged them to get their refunds for cancelled trains directly from the rail operators.  

Rail passengers have been scrambling to get refunds for delayed or cancelled trains after Storm Gerrit caused mass disruption on the railways Pictured: File photo of train

Rail passengers have been scrambling to get refunds for delayed or cancelled trains after Storm Gerrit caused mass disruption on the railways Pictured: File photo of train 

Scotland's rail network experienced widespread cancellations and delays with a train driver's cabin hit by a falling tree between Dundee and Glasgow yesterday

Scotland's rail network experienced widespread cancellations and delays with a train driver's cabin hit by a falling tree between Dundee and Glasgow yesterday

Here's what to do if you need to apply for train delay compensation:

National Rail offers its own guidance on what to do if a train journey is delayed or cancelled.

If a train is delayed or cancelled and the passengers chooses not to travel, the unused ticket can be refunded without any fee from the original retailer for example Trainline.

However if you bought a ticket directly from a train company, such as LNER, you can contact them directly for a refund.

If you arrive late at your destination due to a delayed or cancelled train passengers should request compensation directly from the train company.

Railway stations across the UK were heaving over the Christmas period following several cancellations due to the storm. Pictured: Cancellations at King's Cross

Railway stations across the UK were heaving over the Christmas period following several cancellations due to the storm. Pictured: Cancellations at King's Cross

National Rail said compensation depends on a number of factors. These include:

  • Which train company passengers travelled with as they have different compensation packages
  • The type of ticket you have, for example a off peak return will be calculated differently to a season ticket  
  • The length of delay in arriving at the destination as each train company has its own threshold 

A spokesperson for Trainline said: 'We aim to make it as simple as possible for customers to claim refunds but in these instances the train operators had not updated industry systems with details of the cancelled trains. 

'When this happens, customers can contact our customer service team to ensure they receive the fee-free refund they are entitled to in line with industry rules.'

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