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Train operators and onboard services

There are 22 train operating companies providing rail services in the UK. The onboard services they provide - such as baby changing, cycle space and catering - vary from service to service. Check with the train company you wish to use or visit the National Rail website for more information on their services.

• Find a train operating company Opens new window
• Train services on the National Rail Opens new window

Buying tickets

There are a variety of ticket options available, depending on when and where you want to travel.

Fares

There are four categories of fares across the network:

• Anytime
• Off peak
• Super Off peak
• Advance

By booking in advance or travelling outside of peak hours you can get significant savings. Travelling at peak times will likely cost the most.

Always buy your tickets before you board the train - even if the queues are long and you're going to miss your train. If you board the train without a valid ticket you may be liable for a penalty fare. The only exceptions are the following:

• there is no means to buy them at the station of departure
• there is a notice stating that you can buy tickets on the train
• you get express permission by station staff

If you have a railcard you will need to show it when you buy your ticket and carry it with you throughout your journey.

• Rail travel concessions (railcards)

Your rights

Each train operating company has to produce a Passenger Charter setting out the commitments it makes to customers. Contact your train operating company to get a copy of their charter.

Delays and cancellations

If you decide not to travel because your train was cancelled, delayed, or you did not get your reserved seat, you can get an immediate refund. Simply take your ticket to the ticket office where you bought it.

You can also take your ticket to any ticket office within 28 days, but the refund may not be immediate. You should not have any administration charge deducted from your refund.

Compensation

If your train is delayed for more than an hour by circumstances within the control of the train company, you are entitled to compensation. This is usually in the form of travel vouchers. Many train companies also offer compensation if you have been delayed for less than an hour.

If you're left stranded at a station due to a cancellation or delay within the train company's control, the train company should provide either:

• alternative transport to your destination or a convenient station
• overnight accommodation

Ask a member of staff at the station for information.

Luggage

You are responsible for your own luggage. Train companies are not normally liable for lost or damaged luggage, unless it is caused by the neglect of the company or its staff.

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Getting advice

Passenger Focus, formerly known as the Rail Passenger Council, is an independent consumer watchdog that campaigns for rail improvements and offers assistance in resolving complaints. It deals with three key areas: 

• fares and tickets
• quality
• level of services and investment in the railway

• Making a complaint about rail services
• Passenger Focus Opens new window