What are my rights if my journey will be disrupted?
If you knew about planned engineering work before you booked, then unfortunately you won’t be able to claim if your journey takes longer than normal.
If you booked a train before finding out about the disruption, the National Rail Conditions of Travel state that you can decide not to travel and claim a full refund from whoever sold you the ticket (and you won’t have to pay any admin fee).
If you do decide to travel anyway you can try to complain, but sadly there’s no guarantee of success. Contact your train company and explain what you’re asking for (eg, compensation or a new ticket) quoting the Consumer Rights Act, which says your train company must provide its service with reasonable care and skill. There’s no guarantees this will work though.
If you’re rejected for compensation or a refund but still think you have a case, you can escalate your complaint to Transport Focus.
What if I have a season ticket?
Season ticket holders are unlikely to get a refund due to a change in timetable, as your ticket isn’t for any particular train (eg, the 803 to St Pancras).
As you’ve been informed of the amended timetable in advance, the rail company only has to deliver that service – so if, for example, you have to take a rail replacement bus to get to work, unfortunately you won’t be able to claim.
What if there are delays or cancellations under the amended timetable?
In that case, you CAN claim under the usual rules.
If the train you intended to catch is cancelled or delayed versus the amended timetable (not the usual timetable), you can decide not to travel and instead ask for a refund from the train firm running the service – you won’t be charged an admin fee.
Alternatively, if you do travel and arrive late (usually 15+ or 30+ minutes late), you may be entitled to compensation – see our Train Delays guide for full help.