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Train operators and onboard services

There are 30 train operating companies providing rail services in the UK.

The onboard services they provide - such as baby changing, cycle space and catering - can vary from service to service. Check with the train company you wish to use or visit the National Rail website for more information on such services.

• Find a train operating company (opens new window)
• More about train services on the National Rail website (opens new window)

Buying tickets

There is a variety of ticket options available, depending on when and where you want to travel and how flexible you can be.

You have to buy tickets to travel before you board the train unless:

• there is no means to buy them at the station of departure or
• there is a notice stating that you can buy tickets on the train

In other circumstances you should always buy a ticket - even if the queues are long and you think you are going to miss your train - unless you have been given express permission by the station staff. If you board the train without a valid ticket you may be liable for a penalty fare.

If you have a railcard, you will need to show it when you buy your ticket.

• More about rail travel concessions (railcards)

Your rights

Each train operating company has to produce a Passenger Charter setting out the commitments it makes to customers. Contact the appropriate train operating company to get a copy of its charter.

Delays and cancellations

If your train is cancelled or delayed or you do not get your reserved seat, and you decide not to travel as a result, you can take your ticket to the ticket office where you bought it for an immediate refund. You can also take your ticket to any ticket office within 28 days, but the refund may not be immediate. You should not have any administration charge deducted from your refund.

If your train is delayed for more than an hour by circumstances within the control of the train company you are entitled to compensation in the form of travel vouchers. However, many train companies also offer compensation if you have been delayed for less than an hour.

If, due to a cancellation or delay within the train company's control, you are left stranded at a station, the company should help you by providing either alternative transport to your destination or a convenient station, or overnight accommodation. Ask a member of staff at the station for information.

Luggage

You are responsible for your own luggage, and train companies are not normally liable for lost or damaged luggage unless this was caused by the neglect of the company or its staff.

• Find a train operating company (opens new window)

Getting advice

Passenger Focus, formerly known as the Rail Passenger Council, is an independent public body created to protect the interests of Britain's rail passengers. It campaigns for improvements, provides practical advice and offers assistance in resolving complaints. It deals with three key areas: fares and tickets, quality and level of services and investment in the railway.

Passenger Focus:

• More about Passenger Focus (opens new window)