West Coast Mainline passengers check if you can get compensation

What's it about?

Huge delays on the West Coast Mainline last week meant many passengers trying to travel in and out of London Euston either arrived late or didn't reach their destinations at all. Yet this means you may be able to claim some or all of your train fare back depending on how long you were delayed and which operator you were travelling with.

Virgin Trains has confirmed that while it usually compensates only for delays within the rail industry's control, that in this case it will accept claims from passengers who were delayed following the light plane crash in Staffordshire. London Midland provides compensation whatever the reason for the delay.

How much can you claim?

How much you can claim depends on the operator and the train ticket you had.

Virgin Trains will deal with all claims on a case by case basis but has said where appropriate it will compensate over and above the minimum compensation set out in the Passenger's Charter "in recognition of the extreme inconvenience experienced".

• Delayed less than an hour
  
  Virgin Trains:
  
  No compensation other than for journeys on its London to Birmingham and Wolverhampton services where compensation will be paid for journeys of 45 minutes or more. In this case if you had a single or return ticket or a weekly season ticket you're entitled to National Rail vouchers equal to 25% of the fare paid for the part of your journey that was affected (i.e., outbound or return);
  
  London Midland:
  
  Thirty to 59 minutes' delay, all passengers may claim vouchers worth 50% of a single ticket or 25% of a return ticket.

• Delayed between one and two hours
  
  Virgin Trains:
  
  For a delay of an hour or more to your journey (or 45 minutes on the London-Birmingham/Wolverhampton services) passengers with single, return or weekly season tickets are entitled to National Rail vouchers equal to 25 % of the fare paid for the part of the journey that was affected;
  
  London Midland:
  
  If you're delayed between one and two hours you can get 100% of a single ticket, 50% of a return ticket.

• Delayed two hours or more
  
  Virgin Trains:
  
  Equivalent of the full fare paid for the affected journey (i.e., outbound or return) if you have an individual ticket.
  
  London Midland:
  
  Passengers with a return ticket can claim 100% of the cost.

What about season ticket holders?

If you have a weekly season ticket you can either attach a photocopy to your claim form or wait until it's expired to make your claim.

If you've got a monthly or longer season ticket then keep an eye out for a void day being declared, which sometimes happens if disruption has been especially bad and allows for a refund or extension of validity to your season ticket. Void days are normally announced on posters displayed at stations each month, giving the details for the previous month. You can arrange to receive your extension at the station where you bought your season ticket.

You may also be entitled to a discount when you renew your season ticket, depending on performance over the previous year.

How do you claim?

Either pick up a form at Euston or your local station or go to the relevant rail operator's website.

• Virgin Trains
  
  All compensation is paid in the form of National Rail vouchers.
  
  Claim form online: Virgin Trains
  
  Send to:
  
  Customer Relations,
  Virgin Trains,
  FREEPOST BM 6613,
  PO Box 713,
  Birmingham B5 4HH

• London Midland
  
  For claims under £40 you'll receive the equivalent in vouchers to spend on future rail travel with any operator. Claims over £40 are normally paid by cheque.
  
  Claim form online: London Midland
  
  Send to:
  
  London Midland Customer Relations
  FREEPOST MID17926
  Birmingham
  B2 4QT

When is the claim deadline?

For both Virgin and London Midland you need to submit your claim within 28 days of the day the delay occurred.


[threadbanner]box[/threadbanner]