Frequently Asked Questions

Season Ticket Additional Compensation Scheme FAQs

To qualify for Level 1 compensation, you will need to have held at least four weeks’ worth of season tickets during the three month eligibility period from 1 April to 30 June 2018 on the most significantly affected Northern routes. The eligible routes have been determined based on the number of cancellations and severe delays during the eligibility period.

To qualify for Level 2 compensation, you will need to have held at least one week’s worth of season tickets, during the six week eligibility periods from 20 May to 30 June 2018 on the most severely affected Northern routes. The eligible routes have been determined based on the number of cancellations and severe delays during the eligibility period.

For Level 1 compensation, if you have faced prolonged disruption on eligible routes as a result of the overrunning Blackpool engineering work in the North West, combined with disruption due to the May timetable change, we are offering a refund, the equivalent of one month’s worth of travel which will be calculated as follows:

Season Ticket Type Compensation Amount
Annual season 1/12 of the value of the annual ticket
Monthly season The value of 1 monthly ticket
Weekly season The value of 4 weekly tickets
Other season ticket lengths Calculated on a case-by-case basis. 

For Level 2 compensation, if you have faced significant disruption on eligible routes as a result of the timetable change on 20 May we are offering a refund, the equivalent of one week’s worth of travel which will be calculated as follows:

Season Ticket Type Compensation Amount
Annual season 1/40 of the value of the annual ticket
Monthly season 1/4 of the value of the monthly ticket
Weekly season The value of 1 weekly tickets
Other season ticket lengths Calculated on a case-by-case basis.

You can choose from a number of payment options such as debit/credit card, bank transfer (BACS) or rail travel vouchers.

You have ten weeks to make a claim from when the scheme opens on Thursday 12 July until Wednesday 19 September 2018, by completing a simple claim form on our website. You will need to provide proof of travel such as copies of tickets or, if tickets are unavailable, proof of payment. If this evidence is not available, you can contact our dedicated customer support team (This email address is being protected from spambots. You need JavaScript enabled to view it., or Helpline: 03332 220 126 Mon to Fri 08:00 to 20:00) who will review each case individually.

Qualifying customers will receive their payment within 20 working days from when the claim is submitted.

A dedicated customer support team has been set up in our Customer Experience Centre. They can be contacted between 08:00 and 20:00 Monday to Friday to answer any customer queries or to submit a claim if a customer does not have internet access.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 

Call: 03332 220 126

Post: Freepost (Compensation Scheme) Northern

We believe the compensation is appropriate and is over and above Delay Repay compensation, and this package has been developed between Department for Transport and Transport for the North.

If you are eligible you are permitted to make one claim only, depending on which disrupted route you travelled on. Customers on those routes disrupted for a longer period can claim the higher level of compensation. Level 1 covers the period pre and post May timetable change and on specific routes. Level 2 is purely for routes affected by the 20 May timetable change.

You will need to be able to produce documentation to claim – this can include credit card or bank statement details showing tickets purchased. If you don’t have these details, or copies of your tickets, then you will need to contact our dedicated customer support team on 03332 220 126 Mon to Fri 08:00 to 20:00 to discuss this.

No, you can apply online via the online form or you can contact our dedicated customer support team who will help you with your application on 03332 220 126.

Yes you can – Delay Repay is there to provide compensation for individual incidences of disruption whereas this additional scheme is to compensate for prolonged disruption experienced by regular customers travelling on specific routes.

No but you can claim Delay Repay if your journey has been disrupted and you arrive at your destination late. See Delay Repay information for full details of eligibility.

You can claim Delay Repay if your journey was delayed and you arrived late at your destination. If you had a ticket booked for a train and were unable to board as a result of overcrowding then you can apply for Delay Repay. The additional compensation scheme can only be claimed for disruption on specific routes during the eligibility periods. Full details are available on the Northern website Compensation page.

We are offering additional compensation where the service has been significantly disrupted since April or following the additional introduction of the new timetable on 20 May. Significantly disrupted means that more than 5% of trains on the line have either been cancelled or delayed by more than 30 mins during the eligibility period. This is the measure which has been developed between the Department for Transport and Transport for the North

You can contact our dedicated customer support team at This email address is being protected from spambots. You need JavaScript enabled to view it. or call 03332 220 126.

Cumbria is included in the scheme (see details of individual routes). This is in addition to Delay Repay which can be claimed for individual instances of disruption. Whilst we did not run trains for a number of weeks in Cumbria on the Lakes Line, we did offer high quality replacement coaches to ensure people could complete their journeys.

Blackpool is included in the Level 1 compensation scheme whereby customers can receive up to a month’s worth of their season ticket as compensation. High quality rail replacement buses were provided throughout the time that Blackpool North was closed for engineering works.

Bolton is included in the Level 1 scheme whereby eligible customers can reclaim up to a month’s cost of a season ticket. This is in addition to Delay Repay which can be claimed for individual delayed or cancelled journeys.

We have made the eligibility criteria straightforward and easy to understand and these determine whether a claim will be successful or not. The decision is driven by the criteria which has been developed between Department for Transport and Transport for the North.

Please contact our Customer Experience team on 0800 2006060 and we will consider each case on an individual basis.

Please contact our Customer Experience team on 0800 2006060 and we will consider each case on an individual basis.

Providing the eligibility criteria is met then ‘multi-modal’ tickets will be accepted and compensation paid in line with the scheme rules.

Providing the journey being claimed for can be made using a Northern service and the tickets purchased valid, and the other eligibility criteria are met, then this will be accepted.

These tickets are not valid on Northern services so are not eligible for compensation. TPE are also running a compensation scheme and further details can be found on their website.