Frequently Asked Questions
- General questions
- Claiming compensation
- Automatic Claims
- Daily Journey Emails
- Subscription Help
- All about Credits
Q: Do you monitor all UK trains?
A: Yes! Or at least we try to. Some smaller stations or services may have fallen under our radar - if it's the case that your train doesn't appear, please let us know. We are working with our data provider to try to improve our system to capture every single train that runs in the UK.
Q: What happens during engineering works or disruption?
A: We still try to collect information as best as we can, but - especially for large engineering work projects or huge disruption involving a major town or city - this may not always be possible. If your train doesn't appear in our system, please contact us and we'll investigate.
Q: How up to date is your data?
A: We update our database every hour, roughly on the hour. However, only trains which have been confirmed as stopping (or cancelled) at the station you are looking at will be displayed in the list.
For example, if a train due at a station at 14:59 is running a few minutes late and hasn't yet arrived by the time the hourly update finishes, it will not be displayed until the next update has completed, roughly an hour later.
However if a train is cancelled far in advance, you may see these a few hours earlier than its originally scheduled time. Our system keeps checking and updating so if the train is later reinstated it will disappear from our data until its stop has been confirmed.
Q: How can I contact you?
A: By going to this page and completing the form.
Q: My train was delayed or cancelled. Can I claim?
A: If the delay or cancellation caused you to arrive later than the operator's compensation threshold compared to the scheduled arrival of your original train, then yes.
Thresholds vary between operators - from 15 minutes up to an hour - and you can check your operator's threshold here.
Q: How much can I claim?
A: The amount you receive back depends on a number of factors: the time you eventually arrived at your intended destination, the price of your ticket, the duration of your ticket, and the operator you were travelling with.
Generally you get 50% of your journey cost back for 30 minute or more delays, but some operators have a 25% threshold for 15 minute delays, and some don't pay out until you are an hour or more delayed.
Q: Can I claim for any train?
A: Not quite. There are a few exceptions - GWR trains for example don't allow compensation for individual journeys made on a season ticket - only on singles or returns.
If we find you can't claim due to one of these exceptions, we'll let you know and not charge you the Credit it would have cost to make the claim.
Q: What if I need to change to complete my journey?
A: Generally the same rules apply - if you arrive at your eventual destination later than the threshold for that train operator, you can claim.
However the amount and/or eligibility may change based on the type of ticket you have. If your journey involves more than one operator, this can also complicate the claim.
When claiming, you should locate the train that originally caused the delay to the overall journey and make a claim against that train. TrainClaimer can then work out for you whether or not your claim might be successful.
Q: How much does claiming on TrainClaimer cost?
Q: How long do claims take to be approved?
A: Each operator differs. They generally state 28 days from receiving the claim to making a decision, and a further 10-15 days to process the actual refund.
Q: How far back can I claim?
A: Train companies only accept claims for journeys up to 28 days ago from when we make the claim on your behalf. Therefore, TrainClaimer does not allow you to make a claim for a journey longer ago than 25 days, to allow us time to accept and process it for you.
Q: What if my claim is rejected?
A: TrainClaimer has developed a system which checks claims you submit against the data received from Network Rail. We use this data to pre-check if your claim is likely to be valid, and reject any that are not with an explanation why. If we reject your claim, you will not be charged a Credit for it.
If the train operator rejects your claim after we have submitted it to them on your behalf, we can appeal on your behalf for no extra charge if you would like us to. In order for us to do that, we might need extra information about why you believe the claim was valid.
Once we have submitted your claim, the Credit is non-refundable even if the train operator rejects it.
Q: What are Automatic Claims?
A: A subscription-only feature which allows you to specify individual trains to monitor. When these trains are eligible for compensation, TrainClaimer triggers a claim automatically for you.
Q: Do I have to set up automatic claims constantly?
A: If you travel regularly on the exact same train, no. Just select the day(s) you take that service when setting up your claim, and it will check that train every single week. You can specify different trains on different days of the week, so if you travel on the 07:42 Monday to Thursday but the 08:01 on Fridays, that's absolutely not a problem.
If you are only planning on taking that train once, you can specify a date and our system will only search that one time, then delete your Automatic Claim rule.
Q: When are Automatic Claims triggered?
A: Around 6am the day after you've setup the claim for.
Q: How do I confirm an Automatic Claim?
A: When we find an eligible delay, we'll generate a claim reference number automatically with all the details about the claim. We'll then send you a quick email to let you know, and the new claim will appear in your Dashboard.
To finalise and submit it, just click the link in the email or visit the claim in your Dashboard, and follow the instructions. You don't need to do anything else!
Q: What if I was on holiday for a week, or didn't take my regular train on certain dates?
A: Not a problem - just ignore the automatic claim that is triggered, or login and abandon it.
If you don't abandon a claim created via Automatic Claims within 14 days, it's deleted automatically to keep our system tidy. At that point, you can still claim for the train by making a manual claim instead.
Daily Journey Emails
Q: What are Daily Journey Emails?
A: A subscription-only feature which allows you to setup notifications sent to you via email, listing out the train services which ran the previous day between two specified stations and times.
You can use these emails to check whether your journey was delayed enough to claim compensation - if so, there is a handy link contained directly in the email to start your claim.
Q: How do Daily Journey Emails differ from Automatic Claims?
A: The Daily Journey Emails simply list out and colour-code the services for the journey you specified, between the times you specified, in a daily email.
Automatic Claims are setup for one specific train, either within the times of the Daily Journey Email or not, which we watch and make a claim automatically for you.
Q: When do I get my Daily Journey Email?
A: Around 8am each morning, and the list will detail trains from the previous day.
Q: Why would I need a subscription?
A: A TrainClaimer subscription unlocks extra features on the site which are not available to non-subscribers - including Automatic Claims, Daily Journey Emails, colour-coded departure boards, free Credits every time you renew, and cheaper per-Credit pricing if you need a topup.
Q: Can't I claim for free on the train operator's sites?
A: Yes you can, but they have an obvious interest in making it as difficult as possible to claim. TrainClaimer's system has been designed from the ground-up to be as simple as possible to use - including one-click compensation, simple adding of tickets and storing personal information in your account, and other behind-the-scenes features which makes it easy to submit a claim.
If claiming on the train company's website, you might have to cross-reference the timetable, enter lots of information about your ticket, and repeat entering the information every time you claim.
Q: How much does a subscription cost?
We are working on introducing extra subscription options, including a cheaper subscription (which will give access to the all the subscription-only features including Automatic Claims, but no free Credits), and a more expensive unlimited option which will give your account unlimited Credits to use against claims, meaning you don't need to spend anything extra to topup. We hope these options will be available early in 2019.
Q: Is there a free trial available?
A: No, not currently, although you can use TrainClaimer without a subscription on a pay-as-you-go basis using Credits. We are looking at the possibility of introducing a free trial in early 2019.
Q: Can I cancel any time?
A: Yes! Just go to the "Subscription" page in your Dashboard once logged in, and click to cancel. You'll keep upgraded access for the period you have paid for, at which point your account will be downgraded. Remember, any Credits you accrued during subscriptions remain available to use any time, even after you have cancelled.
Q: Can you tell me more about your "price for life"?
A: Our promise is that we will never raise your subscription price as long as you remain a subscriber. So the price you choose to subscribe at is the monthly or annual price you'll pay for as long as you remain on that subscription.
If you choose to cancel and your subscription then comes to an end, or your subscription is cancelled due to non-payment, you lose your "price for life" but can re-subscribe at any time at any new rate on offer, which may be higher than your original price. You will then keep that changed rate for as long a you remain a subscriber again.
All about Credits
Q: What are Credits?
A: Credits are a virtual currency used on the TrainClaimer site to make compensation claims. You can purchase Credits at any time, whether or not you are a subscriber. Subscribers get awarded a certain amount of free Credits (depending on the chosen plan) when you subscribe and every time you renew. Subscribers also get preferential rates when topping up.
Q: Do Credits expire?
A: No, never. Any credits you purchase, or accrue through a subscription, remain in your account forever, even after you cancel any subscription.
Q: What does a Credit get me?
A: One compensation claim. Each claim you make on the site will cost 1 Credit when it is accepted.
Q: When are Credits deducted?
A: When we accept your claim. If we reject your claim (most likely because we don't believe it's valid) no Credit will be deducted.
Q: Are Credits refundable?
A: No. Credits cannot be converted back into money, and are non-refundable in the event of us accepting your claim but it being rejected by the train operator.
Q: Do Automatic Claims cost more Credits?
A: No. Automatic Claims are only available to subscribers, and the feature is paid for through your subscription cost. Compensation claims made through the Automatic Claims process still cost only 1 Credit.