Almost half a million trains delayed or cancelledPassengers in London and South East worst affected

11 June 2013

Train delays

Thousands of rail passengers in London and the South East have been left stranded over the past year due to cancelled and delayed trains. 

Over the past 12 months 361,000 train services in London and the South East were either cancelled or more than five minutes late. 

A further 70,500 long distance journeys were either cancelled or at least 10 minutes late, amounting to almost half a million services affected nationwide.

The new figures, released by the Office Of Rail Regulation (ORR), also reported that Network Rail missed all targets for passenger service punctuality in England and Wales this year.

If your train has been delayed or cancelled, you have a right to compensation. 

Who should you travel with?

The last Which? train survey asked over 7000 passengers across the country about their experiences using rail travel around the UK.

According to users, Virgin Trains offered the best travel experience. With a 67% overall customer satisfaction score, Virgin Trains were praised for their value for money and punctuality. 

First Capital Connect fared worst, with a 40% satisfaction score from passengers and only two stars for punctuality. If you travel by train, Which? can help you choose the best company to to travel with.

Get your money back

If you’ve been affected by train delays or cancellations, the National Rail Conditions of Carriage entitle you to a minimum compensation of 20% of the price of your single ticket, if you’ve been delayed for more than an hour.

In addition to this, different train companies offer additional compensation, with around half of companies willing to refund 50% of your ticket price for a delay of 30 minutes or more.

If your train service has been delayed, use our template letter to get your money back.

More on this...

- Take a look at our guide to getting a refund for train delays or cancellations
- Find out your rights if your train journey has been affected by delays
- Get the answers to your everyday problems on our Consumer Rights site