If you are delayed while travelling on a Grand Central train, you may be entitled to compensation.
Our compensation policy is as follows;
Delays of 1 to 2 hours -
50% of the cost of a single ticket or 50% of the relevant portion of a return ticket.
Delays of 2 to 3 hours -
75% of the cost of a single ticket or 75% of the relevant portion of a return ticket.
Delays over 3 hours -
100% of the cost of a single ticket or 100% of the relevant portion of a return ticket.
Some causes of delay, such as severe weather or acts of vandalism on the rail network, are not eligible for compensation. Please see our Passenger Charter for more details.
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.
How will I be paid?
Compensation for delayed journeys is offered in the form of PayPal, cheque, complimentary Grand Central single journey or Rail Travel Vouchers. Please detail which method of compensation you wish to receive using the text box in the form below.
How do I make a claim?
Please complete the form below within 28 days of the date of the delay. A readable, scanned copy or photograph of your ticket is required to make a claim.
Our customer service team will respond as soon as possible and aim to reply within 10 working days. Should you have any difficulties completing the form, please call us on 0345 603 4852.
Did you buy your ticket from Grand Central?
We are only able to review compensation requests for tickets that have been made through the Grand Central site or our telesales team. If you have booked via a third party, you will need to attach a copy of your ticket or booking confirmation in the 'Upload a copy of your ticket(s)' field below.
Should you have any difficulties completing the form please send your claim to firstname.lastname@example.org and ensure to attach a copy of your tickets.
Please note - images of tickets have a 10MB filesize limit, larger files will not be accepted by the form. Many modern smartphones will save pictures at greater sizes than this, so you may need to resize them before upload.