Even the best-laid plans can sometimes go wrong.
Delayed or cancelled trains
If your booked train is delayed or cancelled before your journey starts, and as a result your travel plans will be upset, station staff should assist you. They can amend your assistance booking to allow you to travel by a later train or on another day, as you prefer. If the station is unstaffed, you should phone the company’s assistance line and explain the problem.
Your ticket will be refunded in full if you decide not to travel at all as a result of delay or cancellation. It can be endorsed, if necessary, for travel on a different train.
If the disruption occurs when you are aboard the train, contact train staff to assist in rearranging assistance or again telephone the company’s helpline.
If planned engineering work affects your journey, the assistance booking staff will do what they can to minimise any inconvenience. If buses are replacing trains for part of the journey and you find them inaccessible, the company will provide you with a suitable taxi over the affected part of the journey. Details of these revised arrangements should be available at least two months before the date of travel. Always check as far in advance as possible.
Emergency engineering work is sometimes necessary. In such cases, train or station staff will assist you in revising your journey plans. Where necessary they will arrange a taxi if trains are not running and you cannot use the replacement buses. At times and in some places, this may take some time to arrange.