Compensation
To process your request, we need information about your tickets. The easiest way to do this is via our Online Claim Form
You are entitled to claim compensation in line with our Passenger Charter and National Rail Conditions of Travel if you are delayed by 60 minutes or more on any of our services. The total amount of compensation will depend on the total length of your delay and also the type and cost of the ticket for your journey.
For compensation to be considered, your claim must be received by our Customer Relations team within 28 days of you completing the relevant journey. To process your request, we need information about your tickets and fellow passengers if you are claiming for more than one ticket.
How will I be paid ?
Compensation for delayed journeys is offered in the form of a free single journey, PayPal or BACs payment.
The levels of compensation described above sets out our general policy regarding compensation but do not in any way limit or exclude your legal rights as a consumer under the Consumer Rights Act 2015 or otherwise we offer compensation via:
| Complimentary Grand Central single journey - if your journey started or completed at London Kings Cross |
We will send you a discount code for a replacement journey which can be used on any Grand Central service. - Codes are issued in the class of travel of your original ticket.
-They are valid for six months from the date of issue and can only be redeemed on one advance single Grand Central ticket
-Your journey must start or finish your journey at London Kings Cross
-Once issued these are not exchangeable for any other form of compensation -We reserve the right to provide complimentary journeys as Charter Compensation at our discretion |
| Paypal | Compensation will be paid directly to your PayPal account, which can then be transferred to your bank account. Please ensure that the email address provided in the form is the same as your PayPal account email address. |
| BAC's Payment | We will refund you via BAC's. To do this we will need your customer sort code, customer account number and account name. |
To process your request, we need information about your tickets. The easiest way to do this is via our Online Claim Form
Alternatively, you can download our compensation form and post to us at the below address:
Post:
Customer Relations Manager
Grand Central Rail
Ground Floor
Wakefield Kirkgate Station
Monk Street
Wakefield
WF1 4EL