Please Note – Our system is still in development so please contact the train operators directly to make a claim until we are ready, thank you

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Train Operating Company – Cross Country

Cross Country Delay Repay – Refund Policy

Delays of over 30 minutes

50% of the cost of a single ticket or 50% of the cost of either portion of a return ticket

Delays of over 60 minutes

100% of the cost of a single ticket or 100% of the cost of either portion of a return ticket

Cross Country Trains Refund online claim

PDF form

Compensation will be paid in National Rail Travel Vouchers or, at your request, in money (for example by cheque or BACS). Rail Travel vouchers can be used as payment or part payment towards any National Rail ticket, including season tickets.

crosscountry-cut-ticketAlso can take a picture of your ticket and e-mail it to Cross County trains along with your journey details, your name and address. Please note that your ticket must be cut diagonally before you take the picture. If your delay repay query relates to a season ticket that is still valid please do not cut the ticket.

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If you need assistance claiming then please contact us

We are not affiliated with Any Train Operating Companies in any way, this information is supplied to enable you to be better informed on how, when and where to make a Delay Repay compensation claim

 

9 Comments

Ann GIRDHAM · April 27, 2015 at 7:43 pm

I had tickets today to travel cross country fro Exeter St Davids to Sheffield 9. 24 Ticket Number 17467 7924395624 the train was delayed 25 mins and then we were advised by the Train Manager those travelling North were to get off the train at Bristol Temple Mead and wait a further 40 mins to get on the Aberdeen train. This was because the train company decided to amend the the original journey to Glasgow to Manchester Piccadilly. I am 67 with arthritis and this caused me concern because I was afraid of not getting a seat (the original one was reserved d12a . I was also concerned about getting a space and lifting my case. I appreciate sometimes these things happen but I was inconvenienced and would request a full refund please. The situation was not helped when I made a local connection and was told by a “jobs worth” I should have dragged my bags over to another platform, waste another 15 – 30 0f my time in Sheffield to buy a £1 20 ticket when he carried a ticket machine. This really was the final straw. I appreciate some of the reasons why these things are in place but common sense would go a long way to better customer satisfaction. Thank you in anticipation Ann Girdham Ps I do not know how to email a photo copy of the ticket

    Kevin Upstill · April 28, 2015 at 12:20 pm

    Hello Ann
    Thank your for your comment, it sounds like you have had a rough journey. Just to make you aware that our company is not the train operator, we help travellers like yourself get your refund, You can send your original ticket within 28 days using this form to make a delay claim. To make a complaint about Cross Country service then please email them at customer.relations@crosscountrytrains.co.uk

    Hope this helps, we are working to make a claim easier so any feedback is great

Morgan McCormack · August 20, 2015 at 8:13 am

Hi,

I was scheduled to travel on the 10.22 from St Austell to Bristol on Sunday 16th August, but the service was cancelled outright. Instead I had to catch the 10.45 to Plymouth and from catch the train the Manchester Piccadilly. When arrived in Bristol I was asked to put my ticket into the machine at the gate, so I lost it.

The delay caused great inconvenience as I had to catch a flight back to Ireland that day which I almost missed. Could you kindly let me know how I would go about getting fair compensation from Cross Country for this?

Best regards,

    Kevin Upstill · August 25, 2015 at 12:40 pm

    Ah, Morgan
    It’s a common problem, the machine swallowing your ticket which you may need as proof of purchase for the refund. If you have any other proof of purchase then you could use that but you may have to contact Cross Country directly.

Evelyn Hawkey · September 1, 2015 at 1:30 pm

I was delayed by an hour on 8th August as the 1155 train Sheffield to Bristol was delayed by an hour. I had already waited nearly an hour for this connection and subsequently then missed by connection from Bristol to Bath and had to hope for the best that a seat was free. I am in my sixties and had arranged passenger assistance so am pleased I did as only had few minutes to change platforms for my connection to Bath.

I had same problem whereby machine swallowed ticket up. I did not know there was a special form to complete to claim compensation and have written to CrossCountry with a covering letter enclosing all the tickets I had left plus the email confirmation I received from Trainline when I booked my tickets. Hopefully I shall hear soon about a refund.

Emma Collingwood · November 27, 2015 at 11:16 am

Hi,
I was delayed on a train from Newcastle to Birmingham (12th Nov) for an hour which subsequently delayed my entire journey to Cardiff by nearly two hours. I sent off the delay form on the 16th and was just checking how long I am expecting to wait before hearing back from the delays department?

    Kevin Upstill · December 1, 2015 at 6:49 am

    Hello Emma

    If you included an email in your claim form then you should get an acknowledgement email from the delay department that they have got your application. I would contact X country to find out if they have got your application

Margaret Girvan · December 9, 2015 at 12:44 pm

I travelled on 17th November on the 9.46 train from Derby to Darlington, which should have arrived there at 12 noon. We actually got there at 13.05, when the train was terminated – I think it was destined for Newcastle or Edinburgh, so inconvenienced a lot of people. The train was late into Derby, and from Northallerton, where we were more than 20 mins late, was confined to 20 miles per hour due to some malfunction which was not explained to the passengers.

On my return home on 20th November, I asked for a claim form, and sent it off by Monday 23rd November, together with the first half of my return ticket to Long Eaton via Derby. I did not use the Long Eaton/Derby section of the outward ticket, since I had a lift to the station, so I made the claim from Derby to Darlington, which was the problem journey.

I have not so far received any acknowledgement of my claim, let alone a settlement, although the form said that it should be responded to within ten days, to the best of my recollection. Please at least confirm that you have received my claim.

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