Trains canceled or delayed? How to get a refund from Southern & Thameslink

RAIL passengers have been hit again this morning by new travel disruptions that have caused chaos for commuters.

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

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Transport companies say a signaling problem has seen train routes canned as they urged Britons not to travel.

If you experience disruptions this morning or at any other time and are unable to catch a later train, you may be entitled to a refund.

Can you get a refund for tickets if your train is canceled or delayed?

If you have purchased a train ticket in advance and it is affected by the cancellations, you can claim at least some of your money back, although in most cases it will be a full refund.

You are only eligible for a full refund if you are unable to board a later train.

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

You must be able to refund a paper or e-ticket if your train journey is interrupted due to disruption.

To claim you need a photo or screenshot of your ticket. If it is an e-ticket, it must contain the barcode.

You must clarify whether your ticket was unused or disrupted by writing the reason on your ticket.

Then you need to cut your card in half diagonally, space the two pieces apart and take a photo.

You must keep this ticket for 90 days after submitting your refund request.

You can contact your training agency via telephone, email or social media.

Once you have submitted your refund, you will receive an email and text message with your reference number and a link so you can check the status of your refund.

You will likely get your money back using the same payment method you used to purchase your ticket.

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 an hour late.

If your train is delayed by more than an hour, you will receive a full refund.

To claim this, you must complete a form via Delay Repay. This form is separate from the train cancellation form.

You have up to 28 days after your delayed trip to request your money back.

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

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

If you were to catch a canceled train from Luton to East Grinstead and you are unable to get on another train, you are entitled to a £35.50 refund.

A train from Hemel Hampstead to Littlehampton costs £47.60. If you did not board another train due to the cancellation, this must be refunded.

Anyone going from Rainham to Southampton Central would have paid £58.50, and they should get that back.

If you purchased a first class ticket, the amount you get back may vary.

Can train season ticket holders receive compensation?

If you have a seasonal or flexi ticket it is more difficult to get a refund as it is assumed that you can get on the next available train if your train is cancelled.

If that is the case, you can claim compensation through Uitstel Pay.

(If you are a Season or Flexi ticket holder and cannot get a later train after your train is delayed, you will need to contact your train company.)

How much you can get if you are a season ticket holder or Flexi card holder and your train is delayed:

• Between 15 and 29 minutes you are entitled to 25% of the cost of a single journey
• Between 30 and 59 minutes you are entitled to 50% of the cost of a single journey
• Between 60 and 119 minutes you are entitled to 100% of the cost of a single journey
• From 120+ minutes you are entitled to 100% of the costs of a return trip (a full travel day)

Can I travel with another service?

It is possible that tickets will be accepted on different trains and routes during disruptions, but this will depend on the individual operators.

It is best to first contact the train company that operates your planned route before seeking an alternative journey.

Do not board another train until you are sure your ticket/fare will be accepted.

You can contact your train company via telephone, email or social media.

How can I check if my train has been cancelled?

National Rail’s journey planner is the best way to check if your journey has been affected by the disruption. This is available on the website and app.

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

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

Thameslink has a live map showing which routes are affected.

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