We do not give refunds for delays outside our control, including:
We do not give refunds if you travel for free using a Freedom Pass, 60+ Oyster photocard, Veterans Oyster photocard, or are aged 11 or under.
You must claim within 28 days of the delay.
If the delay happened in the last 28 days and you were delayed for 15 minutes or more:
Choose 'paper ticket' as your ticket type if you use a National Rail smartcard and enter your full card number where asked to enter your ticket number.