Quick summary: Train delayed, cancelled or refund rejected? Learn which tickets, delay records, operator replies and expenses can help organise the issue.
Keep the ticket and journey record
Save e-tickets, paper ticket photos, booking confirmations, railcard details and the exact route or service you intended to take.
Record the delay or cancellation
Keep station screenshots, operator app updates, platform announcements where possible and the actual arrival time or abandonment reason.
Separate refund, Delay Repay and expenses
A ticket refund, Delay Repay claim and extra expenses may be treated differently, so keep receipts and claim replies separate.
Preserve rejection and escalation replies
Save the rejection reason, any missing evidence request, appeal submission and passenger watchdog or operator escalation correspondence.
Evidence checklist
- Ticket, booking confirmation and railcard details
- Scheduled and actual journey times
- Operator delay or cancellation updates
- Delay Repay claim and rejection reply
- Receipts for extra costs where relevant
- Appeal or escalation correspondence
Common questions
What if I lost the paper ticket?
Look for booking emails, bank records, app history, station receipts or photos. The operator may still ask for proof of purchase.
Is a screenshot of the delay useful?
Yes. Screenshots from station boards, operator apps or journey planners can help show the delay and the service affected.
Can I claim if I abandoned the journey?
It depends on the ticket, operator rules and reason for abandoning the journey. Keep evidence of the cancellation, advice given and any refund request.
Should expenses be included with Delay Repay?
Keep expenses separate from Delay Repay unless the operator asks for them. Receipts can still be useful for a broader complaint.
What if the operator rejects the claim as incomplete?
Keep the rejection and respond with the missing ticket, journey, delay or purchase evidence in date order.