Applies to: Rail Tickets purchased through the Seatfrog app
Does not apply to: Seatfrog Upgrades, Superfare, Secret Fare or TrainSwap
What if my train has been cancelled?
If your train is cancelled, your options depend on your ticket type.
You should carry confirmation of your original booking when travelling.
If you have an Advance ticket
If your booked service is cancelled, you may travel at no extra cost on:
One of the two services immediately before, or
One of the two services immediately after
your original train, operated by the same train company.
You must travel on the same route.
If you have an Off-Peak ticket
If your train is cancelled, you may travel at no extra cost on:
One of the two services immediately before, or
One of the two services immediately after, or
Any other valid Off-Peak service for your route (subject to route restrictions).
If you have an Anytime ticket
If your train is cancelled, you may travel at no extra cost on:
One of the two services immediately before, or
One of the two services immediately after, or
Any other valid service for your route (subject to route restrictions).
Anytime tickets offer the most flexibility.
What if I miss a connection due to a cancellation?
If you miss a connecting service because your original train was cancelled, train operators usually allow you to travel on the next available service.
You should confirm arrangements with the train operator before travelling where possible.
What if I choose not to travel?
If your train is cancelled and you decide not to travel, you are entitled to a refund.
Refund requests must be submitted through the appropriate refund process for your ticket type.
See: My train was cancelled — can I claim a refund?
If your train was delayed (not cancelled)
If your train was delayed rather than cancelled, different rules apply.
See: Delay Repay – My train was delayed
Important
Alternative travel must be on the same route and operator where applicable.
You should carry proof of your original booking.
Compensation for delays (Delay Repay) must be claimed directly with the train operator.