Season Ticket compensation

If you have a season ticket for a month or longer, compensation is based on whether we meet our punctuality and reliability targets. If we don't, we'll give you a discount when you renew your ticket.

Punctuality and reliability

We measure punctuality by the number of trains arriving at their final destination ‘on time’; every service has a small allowance of leeway. Our reliability is based on the number of scheduled trains that actually run.

When we pay

If we don’t meet one of our targets, and fall below a certain percentage, compensation will be triggered. If we fell below the trigger percentage in the last 12 months, we’ll give you 5% off your next season ticket. If we miss both the punctuality and the reliability targets, and fall below both triggers, we’ll give you 10%.


Charter group On-Time allowance Punctuality  Reliablity
 Target Trigger
 Target  Trigger
High Speed services*  10 minutes
 90% 88% 99.2%
 98.2%
London and Thames Valley services**  5 minutes
 92%  89% 99%
 98%
Bristol and Suburban services***  5 minutes
 92%  89% 99.5%
 98.5%
Devon services***  5 minutes
 92%  89% 99.5%
 98.5%
Plymouth and Cornwall services***  5 minutes
 92%  89% 99.5%
 98.5%
South West - South Coast services***  5 minutes
 92%  89% 99.5%
 98.5%
 * Former First Great Western services
** Former First Great Western Link services
*** Former Wessex Train services

All Monday to Saturday services are included in these calculations, except former First Great Western Link services. For those, we include Monday to Friday services. And we only include morning and evening peak services in the punctuality calculation. Peak services are the trains that arrive at London Paddington from 7am–10am and trains that leave London Paddington from 4pm–7pm. We don’t include Sundays and Bank Holidays in these calculations.

Annual season tickets for former Wessex Trains

If you used to buy your annual season tickets from Wessex Trains, we’re more than happy to give you the same discounts.

We’ll give you another 1% off when you renew for every four-week period that our average yearly punctuality or reliability falls below the trigger. We’ll give you a maximum of 8% off. If we fall below both triggers, we’ll give you a maximum of 16% off.

How to get your discount

If you’re entitled to a discount, we’ll take it off when you renew your ticket. To get your discount, please buy your new ticket:

  • within four weeks of the day your old ticket expires
  • for the same journey
  • for the same period of time or for a shorter period of time than your old ticket

Compensation for void days

A void day is when there’s a serious disruption at peak time, and we haven’t offered you another way to get to where you’re going – such as a replacement bus. If we think our performance falls below an acceptable level during a peak period, we’ll declare the day ‘void’ for the people affected. When this happens, we’ll get in touch by email or post. We’ll also put up posters at our stations.

We’ll explain what happened and what compensation is available– either a season ticket extension or a refund based on the number of void days

We don’t compensate you for any losses or other costs

If your train is delayed or cancelled, we won’t give you compensation for any losses or extra costs (if you miss a plane, for example).This is in line with the National Rail Conditions of Carriage**** for all train companies.

If you are catching a plane, please leave plenty of time to allow for any delays to your train journey. You can ask your airline how much time you’ll need to leave to check in. It’s also really important to get full travel insurance.

**** From 1 October 2016 the National Conditions of Carriage have been superseded by the National Conditions of Travel.

Passenger's charter

Our Passenger's Charter tells you how we do everything we can to keep you safe and provide the right standards of care. 

Performance

See how our services are performing with daily updates.