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Campaigns Train pain

Demand a better rail service

117,759 have signed

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Vent your #TrainPain and demand a better service

Our railways are plagued by delays, cancellations, constant overcrowding and hideous train conditions. Passengers are paying more than ever but still arriving at their destination late and frustrated. To make matters worse, recent timetable changes have caused even more disruption. It’s unacceptable. We deserve trains that run for passengers, not just the rail industry. Sign our petition to demand better rail services.


We’ve been campaigning to make train companies to improve compensation arrangements for delayed passengers. We successfully convinced the government, regulator and train companies to clean up the compensation system.

Passengers are suffering with rail services that don’t even deliver the basics. Enough is enough. We want:

– Train companies to respect passenger rights and comply with the law;

– The regulator given real teeth to hold the rail industry to account; and

– The government to swiftly bring forward reforms that put passengers first.

If you want rail services that finally deliver for their passengers, please sign our petition and share your nightmare train experiences.

Winning for passengers

Vent your train pain

The recent timetable changes designed to improve punctuality have backfired spectacularly, disrupting passengers in both the north and the south. Have you experienced cancellations, delays and poor service? We’re asking rail passengers to share their stories with us using #TrainPain

Share your #TrainPain story on Twitter

Click to download our report as a PDF

Download our Getting trains on the right track guide

Fed up of shoddy rail services? Our Train Pain guide sets out how you can take action. We need as many people as possible to pressure the government, regulator and train companies into providing a better service. This booklet explains the next steps you can take.

Click to download the full guide
PDF [176KB]

Share your train pain and help us fight for a better rail service

We want to see train companies informing passengers of their rights to compensation when there are delays.

Report your delays, packed trains and cancelled journeys to help us identify which train companies are treating passengers fairly and which ones are keeping you in the dark.

If your train has been delayed or cancelled, make sure you claim delay repay compensation.

If you had to pay out-of-pocket expenses because your train was delayed or cancelled, you may also be able to claim these back. Find out more.

Take our rail rights quiz

Four steps to compensation for shoddy service

1. Use your Consumer Rights! – on 1 October 2016 the Consumer Rights Act was extended to cover train travel. If your journey hasn’t been delivered with reasonable care and skill you may be able to claim compensation. To help you navigate this process, you can use our free advice guide to explore a potential claim.

2. Check if you can claim under Delay/Repay  for companies signed up to the Delay/Repay scheme there will be details on how to claim for delayed and cancelled trains on their website.

3. Contact the train company – write to their customer services department, give details of your journey and include your tickets (keep a copy of these).

4. Take your complaint further – for journeys outside London, or if your complaint is about the National Rail Enquiries Service, contact Transport Focus. For journeys within London and surrounding areas, contact London TravelWatch.