Rail passenger rights in the United Kingdom (2026)
Last reviewed: 9 October 2026
In short: The National Rail Conditions of Travel form part of the contract with the train company. Complaints go to the train company first, then the Rail Ombudsman.
| Rule | What applies |
|---|---|
| Legal basisDelayed or cancelled train journey; Great Britain (England, Scotland and Wales) | The National Rail Conditions of Travel form part of the contract with the train company. They set out rights to refunds and compensation. [1] |
| Refund or re-routing from a delay ofDelayed or cancelled train journey; Great Britain (England, Scotland and Wales) | ⚠ Not yet verified |
| Compensation for a delay of 60 to 119 minutesDelayed or cancelled train journey; Great Britain (England, Scotland and Wales) | ⚠ Not yet verified |
| Compensation for a delay of 120 minutes or moreDelayed or cancelled train journey; Great Britain (England, Scotland and Wales) | ⚠ Not yet verified |
| Enforcement bodyDelayed or cancelled train journey; Great Britain (England, Scotland and Wales) | The train company first, then the Rail Ombudsman, which is sponsored by the Office of Rail and Road (ORR). ORR monitors complaints procedures. [2] |
Notes
- The Regulation (EC) No 1371/2007 text on legislation.gov.uk says exemptions for Great Britain are set by the Rail Passengers' Rights and Obligations (Exemptions) Regulations 2014, whose commencement and expiry wording could not be reconciled. Domestic compensation arrangements are therefore not stated here as statute.
- Delay compensation on domestic services is set in the train companies' schemes and the National Rail Conditions of Travel. No government or regulator page read gives thresholds or percentages, so no value is shown.
- Passengers usually receive a full response from the train company within 20 working days. The Rail Ombudsman's decisions bind the train company.
Sources
- Office of Rail and Road: Know your rail rights (consulted 9 October 2026) · all sources
- Office of Rail and Road: Complaints and compensation (consulted 9 October 2026) · all sources
Related pages
General information, not legal advice. Rules change: check the official source before you fly or ride.