Sometimes we may be unable to provide First Class accommodation as advertised in our timetable. If you hold a First Class ticket and the train you travel on does not have First Class accommodation as indicated in our current timetable, we will refund the difference between Standard and First Class fares for the affected journey. This also applies if First Class is declassified due to major disruption.
For season ticket holders, compensation is based on the proportional daily cost, using the same calculation as above.
Please submit your claim within 28 days of the incident. Please complete the form below, ensuring you attach a scan of your ticket(s) which does not exceed 1MB.
Please note all claims are validated against our train running information records.