Train cancelled?

We’re sorry things haven’t gone to plan. Whatever you want to do now, we’re here to help.

Here's what to do

Want to continue your journey? No need to buy another ticket. You can use the one you have on other trains. Here’s how best to continue your journey, depending on the ticket type you have.

Advance

  • list icon Your ticket can be used at no extra cost on alternative trains running up to 2 hours before or after your cancelled train.
  • list icon Your best bet is usually a train with the same company you booked to travel with. If that’s Avanti, you can go on any Avanti train 2 hours either side of the cancellation.
  • list icon If there are trains to your destination run by other companies, you can use your ticket with them too. Read more below.

Off-Peak

  • list icon Your ticket's valid on any Off-Peak train on the date (or date range) shown.
  • list icon Your ticket can also be used at no extra cost on alternative trains running up to 2 hours before or after your cancelled train.
  • list icon Your best bet is usually a train with the same company you booked to travel with. If that’s Avanti, you can go on any Avanti train 2 hours either side of the cancellation.
  • list icon If there are trains to your destination run by other companies, you can use your ticket with them too. Read more below.

Anytime

  • list icon Your ticket's valid on any Off-Peak train on the date (or date range) shown.
  • list icon Your ticket can also be used at no extra cost on alternative trains running up to 2 hours before or after your cancelled train.
  • list icon Your best bet is usually a train with the same company you booked to travel with. If that’s Avanti, you can go on any Avanti train 2 hours either side of the cancellation.
  • list icon If there are trains to your destination run by other companies, you can use your ticket with them too. Read more below.

What trains can I take?

Your ticket can be used at no extra cost on alternative trains running up to 2 hours before or after your cancelled train.

These are the train companies you can travel with – no need to speak to station staff or change your ticket.

Avanti West Coast, c2c, Chiltern Railways, CrossCountry, Gatwick Express, Greater Anglia, Great Northern, Great Western Railway, LNER, London Northwestern Railway, Northern, Southeastern, Southern, Thameslink, South Western Railway, TransPennine Express and West Midlands Railway.

In major disruption, further connections may be available with these train companies. You still won’t need to change your ticket, but it’s best to speak to staff to check if these routes are available.

Caledonian Sleeper, East Midlands Railway, Elizabeth Line, Grand Central, Hull Trains, Lumo, Merseyrail, ScotRail, Transport for London and Transport for Wales.

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Check your journey 

See the live status of trains on your route or find your next best available service if yours is cancelled.  

Live train status

No longer want to travel?

No problem. You can get a full refund if your train is cancelled and you haven’t used your ticket. Claim your refund from the company you bought your ticket from.

Bought on the Avanti West Coast website or app?

Fill out our refund form so we can waive the admin fee for you.

Bought at a station?

Go to the Ticket Office at the station you bought it from. Tell them the train was cancelled so they can waive the admin fee

Bought from somebody else?

Please contact them to ask for a fee-free refund.

What about compensation?

If a cancelled train means you reach your destination 15 minutes late or more, you can claim Delay Repay compensation from the train company whose train was cancelled

Claim Compensation