CrossCountry aims to provide the most punctual service possible. However, when delays do occur, we will provide you compensation in line with our Passenger Charter and National Rail Conditions of Travel.
If your CrossCountry train has been delayed by 30 minutes or more to the destination detailed on your ticket, you will be entitled to compensation. You can rest assured that your journey is covered whatever happens.
The amount of compensation that you may be entitled to depends on the length of time your journey was delayed by:
50% of the cost of your single ticket or 50% of the cost of either portion of your return ticket
100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket
If either or both the outward or return legs of your journey are delayed by more than two hours and you have a return ticket, you will be entitled to receive up to 100% of the cost of the return ticket
In the case of season tickets, any compensation will be calculated against the proportional daily cost of the price of the ticket
In accordance with your legal rights as a consumer you may be eligible for a different level of compensation where CrossCountry is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Relations team.
More and more tickets on the UK rail network are available to be fulfilled to Smartcard. If your claim relates to such a ticket, please include a clear image of the front of your Smartcard, and enter your Smartcard number in the ‘Booking reference/ticket number’ field on the form below. Your Smartcard number is the 18 digit number on the front of your Smartcard.
Compensation will be paid in National Rail Travel Vouchers or, at your request, in money (for example by PayPal or BACS). Rail Travel vouchers can be used as payment or part payment towards any National Rail ticket, including season tickets.
Please complete the form below within 28 days of the date of the delay. A readable, photograph, or scanned copy of your ticket or Smartcard 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 03447 369 123 (option 3).
Alternatively, you can download our Delay Repay claim form and post to us at the address on the form.
If you have a flight to catch from an airport near to a station served by CrossCountry trains, we will normally only consider providing alternative transport if you planned your rail journey to arrive at the airport station at least two hours before your scheduled check in time. If you're catching a ferry or cruise liner, we advise you to plan your journey to aim to get to the relevant terminal two hours before your scheduled check in time.
Due to an unprecedented rise in correspondence received, it may take us a little longer to respond than normal so there is no need to trouble yourself by contacting us again. Please be assured that if you have received an email providing an CrossCountry case reference, your claim is being processed and a response will be issued just as soon as we can.
In accordance with your legal rights as a consumer you may be eligible to a different level of compensation where CrossCountry is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Relations team.