• Delay compensation

We've listened to customer feedback and launched our new Charter Compensation system, making the process even simpler and faster to get your compensation. You can track your claim, follow it's progress, manage your payment preferences and check the status of all your current and past claims - giving you more control than ever before.

You're entitled to claim Charter Compensation, if you're delayed by 60 minutes or more on any of our services. This is in line with our Passenger Charter and National Rail Conditions of Travel . 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 your claim to be considered, it must be received by us within 28 days of you completing your journey. To process your claim, we need information about your tickets and fellow passengers if you are claiming for more than one ticket for audit purposes. 

Am I eligible for compensation?

If your Grand Central train is delayed by 60 minutes or more, you will be eligible for compensation.

How will I be paid?

• Compensation for delayed journeys is offered in the form of PayPal or BACs payments or you may be eligible for a free single journey. Please detail which method of compensation you wish to receive using the text box in the form below.
• 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:

• To process your claim, we need information about your tickets. The easiest & quickest way is via our online compensation form. Please complete the form within 28 days of the date of the delay. A readable, scanned copy or photograph of your ticket is required to make a claim - JPEG or PDF format.

• Most claims will be resolved within 10 working days, however all should be responded to within 20 working days, and our new system will show your claim's status keeping you informed throughout. If you have any issues, please call us on 0345 603 4852 (option 4, then option 1) quoting your claim reference and we will be happy to help.

• If we are unable to respond to your correspondence or process your refund within 10 working days, you will not be entitled to additional compensation.

• Alternatively, you can download our Compensation claim form (PDF) and post it, but this will take considerably longer to resolve than requesting it online. We recommend sending postal claims by recorded delivery as we do not accept liability for lost or damaged tickets/claims forms.

• Please do not send your claim to the Sheffield address on the form. It must be posted to our Wakefield address below -

• Post:
  Customer Relations Manager
  Grand Central Rail
  Ground Floor, Wakefield Kirkgate Station,
  Monk Street, Wakefield
  WF1 4EL

• Did you buy your ticket from Grand Central? We can only view booking details for tickets which were purchased through the Grand Central website, app or our telesales team. If you have booked via a third party, you must attach a copy of your ticket or booking confirmation in the 'Image of your ticket' field in the claims form - remember attachments must be JPEG or PDF format.

• View the National Rail Conditions of Travel