FAQs
If you can’t find an answer below please send us a question via our enquiry form or call us on 0300 123 2350*.
* 03 numbers cost the same to call as geographic landline numbers (starting 01 and 02), even from a mobile phone.
- What is the Disabled People’s Protection Policy (DPPP)?
- Booking assistance for rail journeys
- Transport Focus and accessibility
- Stations Made Easy
- Complaints
- Can I take my mobility scooter onto the train?
- Buying tickets
- If your booked assistance fails
- Journey disruptions
- Wheelchair-accessible toilets
- How will Transport Focus assess my complaint?
- How long does it take for Transport Focus to deal with my complaint?
- When can Transport Focus become involved in my complaint?
- What will Transport Focus do with my complaint?
- What does Transport Focus do with my comments and feedback?
- I want to make a complaint about Transport Focus. How do I do this?
- How do I contact Transport Focus?
- Can Transport Focus help me with my complaint?
- What if my complaint is about a journey solely within London?
- Can I board a train if the ticket office queue is too long?
- Can I board a train without a ticket?
- Where do I get train times?
- When do I need a Permit to Travel?
- What if I can’t buy the ticket I need?
- If I’m stranded at a station with no money can anyone help?
- Do my children need train tickets?
- Can my ticket restrictions change during times of serious delay or cancellation?
- Can I claim consequential loss accrued as a result of a delay (e.g. missed flights, social/business meetings)?
- I have lost my season ticket. Can I get it replaced or refunded?
- Can I get a refund if I decide not to travel as my train is delayed?
- Can I get a refund if my train was cancelled?
- I didn’t use my train ticket, and the reason for this was not the fault of the train company. Can I get a refund?
- I left my season ticket at home and had to purchase another ticket. Can I claim a refund for the extra ticket I purchased?
- I have lost my ticket. Can I get it replaced or refunded?
- I have a season ticket and my train is regularly delayed. Can I claim compensation?
- Can I get compensation if my reserved seat is not honoured and I am forced to stand?
- Am I eligible for compensation if my train is delayed?
- Which users of the Strategic Road Network (SRN) do you represent?
- What is the Strategic Road Network (SRN)?
- What do I do if I have a complaint about the Strategic Road Network (SRN) or Highways England?
- How can I make a general comment about the Strategic Road Network (SRN) or Highways England?
- What will you be doing about the cost of motoring, such as fuel taxes, parking, insurance, etc?
- Will there be a compensation scheme for drivers delayed, as there is for rail passengers?
- Will you be taking over from existing user organisations?
- Will you be working to improve the safety of road users?
- How can you represent cyclists and walkers at the same time as motorists and lorry drivers?
- How are you qualified to take this role on?