Good news for cancelled journeys. From 20 September, more UK train operators are taking part in a ticket acceptance scheme designed to help you keep moving when your train is cancelled.
If your train is cancelled, you can use your original ticket to travel with another participating train operator – at no extra cost. Your alternative train can leave up to 2 hours before or 2 hours after your cancelled service.
That means more options for getting where you need to go, without getting stranded or paying for another ticket.
What happens if my train is cancelled?
Don’t give up on that cancelled ticket! If your train is cancelled, you can use your existing ticket to take another participating operator’s train to complete your journey.
Here’s what you need to know:
- Keep your original ticket – there’s no need to buy a new one.
- Find another participating operator running a direct or reasonable alternative route to your destination.
- Check the time – your alternative train must leave within 2 hours before or 2 hours after your cancelled train.
- Show your original ticket if asked – whether it’s physical or digital.
Your ticket must be valid for the cancelled service and have been bought before that service was due to depart.
If you’re unsure which train you can take, check with station staff before boarding.
What’s not covered?
There are a few things to keep in mind before jumping on another train.
This scheme is specifically for cancelled services, so delays alone aren't automatically covered. If your train is delayed but still running, your usual ticket restrictions and your train operator's disruption arrangements will apply. Don't forget to have the Trainline app on hand to access our Delay Repay feature.
You’ll also need a participating operator to be running a suitable alternative service to your destination. If there isn’t one available, the scheme won’t apply.
And if an operator hasn’t joined the scheme yet, you won’t automatically be able to use your ticket on their services.
During severe disruption or multiple cancellations, different arrangements may be put in place. Check the latest journey information or speak to station staff for guidance.
I'm at the station, what should I do?
Cancelled train on the departure board? Here's your game plan:
- Check the latest journey information to see what other trains are running.
- Find an alternative service with a participating train operator, leaving within 2 hours before or after your cancelled train.
- Keep your original ticket handy – there's no need to buy another one.
- Board your alternative train and show your original physical or digital ticket if asked.
Not sure whether you can take a particular service? Check with station staff before boarding.
Am I entitled to compensation as well?
Possibly. This scheme is about keeping you moving after a cancellation – it doesn’t replace Delay Repay.
If you continue your journey on another train and arrive at your destination late enough to qualify for compensation, you may still be able to make a Delay Repay claim.
Your claim is made with the train operator, not Trainline, and eligibility and compensation can vary depending on the operator and how late you arrive.
Our app can help take some of the work out of it by tracking your journey and letting you know when you may be eligible.
Our app’s always here to help
We left the best bits for last 👇
Train Swap
*Eligibility subject to ticket type and may be affected by service disruptions or cancellations. Additional charges apply.
Travel Forecast
*AI prediction. Times may change. Check live updates before travel.
Travel Assistant
*Travel Assistant is AI-powered and may occasionally provide inaccurate or unexpected information.
Delay Repay
*Claims must be submitted to relevant operator and are subject to approval. Compensation is estimated & varies by route and delay.