Season Ticket compensation

If you have a season ticket valid for a month or longer, compensation is based on whether we meet our punctuality and reliability targets.

Weekly season ticket holders that have been delayed will need to submit a claim on our delay compensation 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 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%.

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

Charter group Discount applied
High Speed services* Punctuality and reliability are below trigger, 10% discounts apply
London-Thames Valley services** Punctuality and reliability are below trigger, 10% discounts apply
Bristol Suburban services*** Punctuality and reliability are below trigger, 10% discounts apply (16% for annual season ticket holders)
Devon services*** N/A
Plymouth and Cornwall services*** N/A
South Wales-South Coast services*** Punctuality and reliability are below trigger, 10% discounts apply (16% for annual season ticket holders)

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


Void days

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.

Void days declared

Charter group Void days
High Speed services* Void days apply – 1 March, 2 March and 17 October 2018
London-Thames Valley services** Void days apply – 1 March and 17 October 2018
Bristol Suburban services*** Void days apply – 1 and 2 March 2018
Devon services*** Void days apply – 1 and 2 March 2018
Plymouth and Cornwall services*** Void days apply – 1 and 2 March 2018
South Wales-South Coast services*** Void days apply – 1 and 2 March 2018

Updated Thursday 15 November 2018.

To track how well we are doing, view our 
daily performance and punctuality results.

Consumer Rights Act

Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service.

We look at each claim on a case-by-case basis and aim to get back to you within 20 working days.

Just send full details and any documents that may help to our Customer Support team.

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.

For more information on the Consumer Rights Act and how it applies to the railway industry please see the FAQ produced by National Rail, which also contains a link to the National Rail Conditions of Travel: http://www.nationalrail.co.uk/CRA_Customer_FAQs_2018.pdf



Passenger's charter

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Performance

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