2023 Cancellation and refund rights for trains / hotels / event tickets

*Updated 28th Feb 2023*

There continues to be a lot of travel disruption in the UK with the rail strikes, which will impact March and April 2023 travel. You may find yourself having to reschedule travel dates or look for a refund. If you find yourself in this position, see below in terms of a few things to check.

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Train Tickets

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1. Train strikes and Cancellation rights:

If your plans are affected by a rail strike as well as general cancellation rights

• If your service has been cancelled, delayed or rescheduled, you will be entitled to a change or refund from the original retailer of your ticket. You should not have to pay the usual admin fee (up to £10) if you are seeking a refund because of the strike action.
• You can also use your ticket with another train company or an alternative route if it is available.
• More info here

2. Train delays

If you’re delayed and arrive at your destination more than half an hour late, you’ll usually be able to get some money back. Some train companies will also give you compensation if your train is more than 15 minutes late. You need to keep your train tickets to get a refund. You should try to claim within 28 days, but some train companies allow longer. The amount you can claim depends on which train company you travelled with - check your ticket if you’re not sure.

You can get compensation if your train company is part of a scheme called ‘Delay Repay’ - it doesn’t matter why your train was delayed.Check your train company’s website to find out if they offer Delay Repay (they might call it 'delay compensation'. You’re legally entitled to compensation of:

• 50% of your ticket price if you get to your destination between 30 minutes and an hour late
• a full refund if you arrive more than 1 hour late

More info - Citizen advice

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Hotels


If you are looking to cancel your booking for a hotel room due to changing travel plans, then firstly check with your provider around the cancellation policy terms. Sites such as eBookers usually have quite flexible cancellation terms allowing you to cancel and get a refund the day before travel, however other sites cancellation terms are more restrictive so will depend on the provider.

Travelodge amendment / cancellation policy

a) Saver rates are non-refundable. Amendable until 12pm on the day of arrival, subject to availability and additional costs. See Section C of Booking T&Cs.

b) Flexible rate bookings are fully refundable and offer the most freedom to amend or cancel a booking up until 12 noon on the day of arrival. Please note that WiFi is non refundable. Ts&Cs apply.

Premier inn amendment /cancellation policy

a) Standard - Pay now, non-refundable. Free to amend check in date at the same hotel up to 1pm on the day of arrival
b) Flex - Pay now or on arrival, fully refundable with free cancellation up to 1pm on the day of arrival
c) Advance - Pay now, fully refundable with free cancellation up to 28 full days before arrival, free to amend thereafter until the day of arrival

If you have been unable to travel due to circumstances beyond your control and your hotel booking is not flexible, it maybe worth checking any travel insurance policies you have

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Event tickets e.g Sports / Concerts


Image credit - Getty images

If you have had event tickets cancelled e.g. football, theatre, rugby etc, the provider should be offering you a ticket for the rearranged event or provide a refund if you are unable to attend

If you bought your ticket from an official seller you can get a refund if the organiser cancels, moves or reschedules the event. The organiser will tell you how to get a refund. You’re unlikely to get a refund if you bought your ticket from a reselling (or secondary ticketing) website, a private seller or a fan-to-fan website. Please note if you paid any booking fees you may not get those back.

Citizens advice

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Credit Card Protection


If you are struggling to get a refund from your travel / ticket provider and they they have not provided the goods or services (to your expectation and retailer unwilling to refund) you maybe able to claim a refund via you credit card provider under Section 75 of the Consumer Credit Act. This allows you to raise a claim against your credit provider if:

• you paid some (or all) of the cost by credit card or with a point of sale loan
• the cash price of the goods or services is more than £100

Section 75

if the value of goods is under £100, then you maybe able to do a chargeback instead on credit/debit card, again if the goods/services have not been provided or to your expectation.

Citizens advice

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