Compensation form

We are currently receiving high volumes of queries to our Customer Relations team. We are currently working on claims received on 14/11/2016. We appreciate your patience. 


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.

Further details about our compensation options.

How do I make a claim?

Please complete the form below within 28 days of the date of the delay. A readble, 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.

Your details

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Claim details

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Ticket details

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Please note: if you haven't bought your ticket through the Grand Central site or our telesales team, please can you ensure that you upload a copy of your ticket in the field below.

A scanned copy or photo of your ticket(s) or booking confirmation.
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Compensation details

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You might have a statutory right to receive compensation via the method paid. Should an acceptable method not be listed above, please call 0345 603 4852 option 5.

* We will send you a unique code which can be used on our website to book a complimentary single journey on a Grand Central train service of your choice, in the class of travel of your original ticket. Codes are valid for one year from the date of issue, for travel on Grand Central trains. Once issued these are not exchangeable for any other form of compensation.