Use this guide after a train or flight was delayed, cancelled or caused you to miss a connection. Have your ticket or booking reference, travel times and any receipts for extra costs ready.
Step by step
Record what happened
Write down the scheduled and actual departure and arrival times, and the reason given for the delay if any. Take photos of departure boards or save app notifications. For flights, the time you arrived at the destination is what usually counts.
Check the rules that apply
For trains, most UK operators run a Delay Repay scheme, but thresholds and amounts vary, so check the operator's own rules. For flights, UK rules on delays and cancellations can give a right to care, rebooking or compensation depending on the distance, length of delay and cause. The Civil Aviation Authority explains the current rules.
Claim from the right company
For trains, claim from the operator that ran the delayed service, usually through its website or app. For flights, claim from the airline that operated the flight, even if you booked through a travel agent. Claim as soon as you can, as there are time limits.
Include clear evidence
Attach your ticket or booking confirmation, a short timeline of the delay and receipts for reasonable extra costs such as food or a hotel during a long flight delay. Keep your claim factual and specific. Ask for the refund or compensation you believe is due.
Keep a record and follow up
Save the claim reference number and a copy of what you submitted. If you have not had a reply within the time the company states, chase it in writing. Keep all correspondence together.
Escalate if refused
If a train claim is rejected, you can take it to the Rail Ombudsman once the operator's complaints process is complete. For flights, check whether the airline is a member of an approved ADR scheme; if not, the Civil Aviation Authority may help. Do not pay a claims company unless you are happy to share your compensation.
Ready-to-use checklist
- Ticket or booking reference
- Scheduled and actual times written down
- Photos or screenshots of delay notices
- Receipts for extra costs
- Operator or airline rules checked
- Claim submitted and reference saved
- Follow-up date noted
Practical tips
- Many train operators let you claim within the app in a few minutes, so do it on the day while the details are fresh.
- Airlines do not have to pay compensation for extraordinary circumstances such as severe weather, but they may still owe you care and rebooking.
- Keep receipts for reasonable costs only, as airlines can refuse to reimburse luxury spending.
Common problems
The airline says the delay was caused by extraordinary circumstances.
Ask the airline to explain in writing exactly what the circumstances were. Technical faults are not always extraordinary, so if you disagree, escalate to the airline's ADR scheme or the Civil Aviation Authority.
My train was delayed but I used a season ticket.
Most Delay Repay schemes cover season tickets, but the amount is calculated differently. Check the operator's rules and include your season ticket details in the claim.
I booked a package holiday and the flight was cancelled.
Contact the package organiser first, as they are responsible for arranging alternatives or refunds under package travel rules. Keep all booking documents and ask Citizens Advice if the organiser does not help.