Service disruption

This page provides information about who to contact in case of disruption to your train service.

Unplanned disruption

You can use the National Rail Enquiries website to check for service disruption on the network today  and find alternative journeys.

If you have been delayed you may be entitled to compensation. Please keep your train ticket and make a note of your journey, as both will be required to support any claim.

Planned disruption (due to engineering works)

Network Rail needs to restrict access to the rail network to carry out many of its maintenance and renewals activities. This work is usually carried out at weekends, or weekdays during the early hours of the morning so that disruption to services is kept to a minimum. In most cases the work is planned many weeks in advance, and notices are displayed in relevant stations giving passengers advance notification of the disruption.

If you are planning a journey, particularly at weekends, journey planners will include alterations where services are affected by engineering work. You can check for future engineering work affecting your train operator on specific dates via National Rail Enquiries.

However, sometimes emergency engineering work may need to be carried out at short notice to rectify an infrastructure fault that may endanger the safe running of trains – for example in the case of a broken rail. In these circumstances no advance notification can be given.

Complaints

If you have a complaint regarding service disruption you should first contact the relevant train operating company directly to allow it the opportunity to address your concerns. Most complaints can be resolved in the first instance by dealing directly with the company responsible.

If you have made a complaint to a train operator, and are dissatisfied with the response you receive, you can contact either Transport Focus or London TravelWatch for help.