Trains cancelled or delayed? How to claim a refund from Southern and Thameslink

RAIL passengers have been hit yet again this morning with fresh travel disruption sparking commuter chaos. 

Dozens of Thameslink and Southern trains were cancelled this morning from as early as 4 am. 

The transport companies say a signalling issue saw train routes canned, as they urged Brits not to travel.

If you've been affected by disruption this morning or any other time and were not able to get on a later train you may be entitled to a refund.

Can you get refunds for tickets if your train was cancelled or delayed?

If you have bought an advance train ticket and it's affected by the cancellations, you will be able to claim at least some of your money back, though in most cases it's a full refund. 

You will only be eligible for a full refund if were not able to get on a later train.

Both Thameslink and Southern Rail have refund forms that you can access online. 

You should be able to refund a paper or e-ticket if your train journey was abandoned due to disruption. 

In order to claim you'll need a photo or screenshot of your ticket. If it's an e-ticket this needs to include the barcode.

You will need to clarify whether your ticket was unused or disrupted by writing the reason on your ticket. 

Then you should cut your ticket in half diagonally place the two pieces apart and take a photo. 

You need to keep hold of this ticket for 90 days after submitting your request for a refund. 

You can contact your training firm by phone, email or social media.

After submitting your refund, you will receive an email and SMS detailing your reference number and a link, so you can monitor the status of your refund.

You’re likely to be refunded through the same payment method you used to buy your ticket.

What is Delay Repay?

Both Southern Rail and Thameslink also offer Delay Repay which means you are entitled to 50% of your ticket price if you arrive at your destination  30 minutes to one hour late. 

If your train is delayed more than an hour you will get a full refund.

You will be able to make claims of all types of tickets including:  single, return, advance, off-peak and first class.

Here’s how much you can get if your train is delayed (Single and return tickets) :

• 15-29 minutes you're entitled to 25% of the cost of a single journey
• 30-59 minutes you're entitled to 50% of the cost of a single journey
• 60-119 minutes you're entitled to 100% of the cost of a single journey
• 120+ minutes you're entitled to 100% of the cost of a return journey (a full day’s travel)

You will need to fill out a form through Delay Repay to claim this which is separate from the train cancellation form.

You have until 28 days after your delayed journey to apply for a refund. 

How much can I get if I fill out a form for a refund?

Usually, if your train is cancelled you should be able to get some of your money back if not a full refund.

If you were getting a single train from Luton to East Grinstead that was cancelled and you couldn't get on another train you would be entitled to a refund of £35.50.

Anyone going from Rainham to Southampton Central would have paid £58.50 for a single ticket, they should also get that back.

If you have bought a first-class ticket the amount you get refunded may vary.

If you are travelling with more than one train operator and you experience a delay, you must make your claim for compensation to the operator that caused the initial delay.

Compensation will only be paid for missed connections when enough time has been left to meet the connection and you hold a ‘through’ ticket that covers the entire journey.

Can rail Season ticket holders get compensation?

If you are a Seasonal or flexi ticket it is harder to get a refund as it's assumed you can get on the next available train if your train is cancelled.

If that is the case then you can seek compensation through Delay Repay. 

(If you are a Season or Flexi ticket holder and can't get a later train after your train is delayed you should contact your train company.)

Here's how much season ticket holders will be refunded if their train is delayed based on the value of a single journey:

• Annual 1/464 x total ticket price
• Quarterly 1/120 x total ticket price
• Monthly 1/40 x total ticket price
• Flexi Season 1/16 x total ticket price
• Weekly 1/10 x total ticket price

Will I be able to travel on a different service?

It is possible that tickets may be accepted on different trains and routes during disruption, but it will depend on individual operators. 

It's best to contact the train company managing your planned route first before finding an alternative journey. 

Don’t get on a different train until you are sure your ticket/fare will be accepted. 

You can contact your train firm by phone, email or social media.

How can I check if my train has been cancelled?

The National Rail journey planner is the best way to check if your journey has been affected by the disruption - this is available on its website and app.

Individual train companies also have their own apps and websites with details of changes to timetables. 

Both Southern and Thameslink are on social media to share updates on affected trains.

Thameslink has a live map showing which routes have been impacted.