Weekly season ticket holders that have been delayed will need to submit a claim on our Delay Repay form.
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. If we don't meet these targets, we'll give you a discount when you renew your season ticket.
Discounts for renewed season tickets
If we don’t meet one of our targets for performance results, and fall below a certain percentage, compensation will be triggered.
If, at the point of renewing your season ticket, we are below the trigger percentage for one target, 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%.
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.
Reliability and punctuality discounts declared
High Speed services*
London-Thames Valley services**
Punctuality is below trigger, 5% discounts apply
Bristol Suburban services***
Plymouth and Cornwall services***
Reliability is below trigger, 5% discounts apply (8% for annual season ticket renewals)
South Wales-South Coast services***
Updated Thursday 19 November 2020. Discounts apply from 22 November 2020 to 19 December 2020 inclusive.
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 season ticket:
within 28 days of when your old ticket expired
for the same journey
for the same period of time or shorter than your old ticket
A void day is when there’s serious disruption at peak time, and we haven’t offered you another way to get to where you are going.
We will put posters up at our stations, and get in touch with you by email or post.
We'll explain what happened, and how you can claim either a season ticket extension or a refund.
Note: You must not seek to recover the same money twice. However, claiming compensation using our reclaims process does not affect any additional statutory rights you may have, for example under the Consumer Rights Act 2015 where we as a company are at fault.