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Train cancellations and train delays
Train cancellations and train delays

What to do if you want compensation because your train is cancelled or delayed.

Hayley Marsden avatar
Written by Hayley Marsden
Updated over a year ago

Train cancellations

Please follow the steps below if you are seeking a refund for a cancelled train journey:

If you are unable to undertake or complete a journey due to cancellations on your service(s), please do NOT cancel the booking through Click Travel. We need to handle the refund claim outside of the platform. 

Instead:

  • If you haven't collected your tickets yet, email accounts@clicktravel.com with your Booking ID, a brief outline of what happened and details of the affected service.

  • If you have collected your ticket, please return to the following address, with a covering letter, preferably by recorded delivery / special delivery:

Click Travel Ltd (Rail Refunds Dept)
Alpha Tower
Suffolk St
Birmingham
B1 1TT

We can then contact the rail operator on your behalf and apply for a refund.
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Note  The rail operator decision is final.
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Train delays

Please follow the steps below to claim compensation for a delay to your train journey:

If your service is delayed, but you are still able to complete your travel, the ticket is non-refundable. However, you may be able to claim compensation from the rail operator.
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To apply for a compensation voucher, please contact the rail operator directly and make a claim.
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​Notes:

1  The refund process takes up to 6-8 weeks
2  Admin and services fees apply
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How to use a compensation voucher

When you receive a compensation voucher, use Click Travel to book a train with the same rail operator as the original booking.

Then, post:

  • The rail operator's compensation voucher, and

  • A cover letter, detailing:

  1. Voucher reference of the original delay ticket purchased via Click Travel

  2. Voucher reference of the new ticket purchased as replacement via Click Travel

to the following address, preferably by recorded delivery / special delivery:
​
Click Travel Ltd (Rail Refunds Dept)
Alpha Tower
Suffolk St
Birmingham
B1 1TT
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