We know cancellations can be frustrating, and often it can leave you feeling unsure of what your options are. This page explains your travel options, how to check for service updates and how to claim compensation for a refund where applicable.
Check your journey
Before you travel, check the latest information for your journey using our service updates page and journey planner.
Check your journey for any disruption
Check how trains are running and how this could affect your journey. View the latest network updates, planned engineering and events, so you can plan smarter and travel with confidence
View all service updatesIf your train is cancelled
If your planned Northern train is cancelled and you still need to travel on the same day, you may be able to complete your journey on another service at no extra cost.
If you no longer wish to travel due to your train cancellation, you can claim a full refund from your point of purchase for your cancelled train. This must be done within 28 days.
Travel on another Northern train
You can travel on an alternative Northern service within two hours of your original train, or take the next available service to reach your destination.
Travel with another train operator
If your planned Northern train was cancelled, you can travel on the following operators on the same day, within two hours either side of your original booked train, without buying a new ticket. This includes Advance and Northern Only tickets.
- LNER
- TransPennine Express
- East Midlands Railway
- West Midlands Trains
- Cross Country
- Avanti West Coast
For onward connections, the following operators are also included in this policy:
- Southeastern
- South Western Railway
- c2c
- Greater Anglia
- Thameslink
- Southern
- Great Northern
- Gatwick Express
- London Northwestern
- Chiltern Railway
- Great Western Railway
Conditions of travel
To use an alternative operator:
- Travel to the destination shown on your ticket.
- Travel within two hours of your cancelled service.
- Carry your original ticket throughout your journey.
- Show your ticket to staff when requested.
What should I show staff?
As long as you are travelling to the same destination and are travelling within two hours either side of your planned service, you just need to show your original ticket and let the conductor know that your planned Northern service was cancelled.
If your journey involves more than one train operator
You may still be able to complete your journey using alternative services. Where possible, board any train of the operators listed above that's heading in the same direction.
If you are unsure whether your ticket is valid, please speak to a member of staff before boarding.
If your train is delayed
You are only allowed to travel on another train with your original ticket if yours has been cancelled. If your train is delayed, we ask for your patience as we provide updates.
You can check for updates for all UK trains through:
- The Northern App
- Our website
- Station information screens
- Station staff
If your train is delayed by 15 minutes or more, you may be eligible to claim money back through Delay Repay.
If the last train has been cancelled
If the final service you planned to use has been cancelled, you can get on any other service that gets you closer to your destination for a connection. You can use any service from the operators listed above within two hours either side of the time of your cancelled train.
If there is still no option to travel after a cancelled last service, please speak to a member of staff or use a help point for advice and travel information.
Passenger assistance during train changes
If you had passenger assistance booked and are getting on a different train, please speak to either our station staff or the conductor/ train manager.
If you can't do this, please follow the 'turn up and go' guidance for the station where you are starting your journey, and we will arrange for assistance remotely.
More details about accessible travel can be found on our Accessibility Hub.
Self-Serve
Our self-service options make it easy to get the assistance you need.
WhatsApp is a stress-free way to access live train information on the go.
Delay Repay
If your train is delayed by 15 minutes or more, you can claim money back.
Frequently Asked Questions
Yes. You can travel on the same day on other Northern trains or with an alternative operator where ticket acceptance arrangements apply, as outlined above.
As long as you are travelling to the same destination as stated on your ticket and are travelling within two hours either side of the time of your cancelled service, all you'll need to show is your original train ticket.
Then, let the conductor/Train Manager know your original train was cancelled.
If you no longer wish to travel due to your train cancellation, you are entitled to claim a full refund which must be made within 28 days of the ticket expiry date.
We can only refund a ticket that was purchased from Northern. Please get in touch with the relevant Train Operator or third-party ticket retailer for other refunds outside of Northern.
Yes, as long as your Northern train was cancelled, you can get to your destination by travelling on any of the operators listed above within two hours either side of the time of your cancelled service.
No, if your train is cancelled and there is rail replacement transport (a bus) scheduled to replace it, this policy doesn’t apply.
Where possible, board a train operated by one of the operators listed above that's heading in the same direction.
If this is not possible, please speak with a member of staff at your departure station who can advise on travel arrangements.
Please make yourself known to either the station team (if available) or the conductor/train manager.
If you can’t do this please follow the ‘turn up and go’ guidance for the station where you are starting your journey and we will arrange for assistance remotely.
More details about accessible travel can be found on our Accessibility Hub.
Let us show you how to...
Our series of how to videos will help guide you through claiming delay repay, finding out about disruption and how to get travel updates.
Northern App
Streamline your journey and get tickets straight to your phone. Making your journey contact-free.
Northern App
Streamline your journey and get tickets straight to your phone. Making your journey contact-free.