Product: Secret Fare
Applies to: Secret Fare tickets purchased through Seatfrog
Does not apply to: Seatfrog Upgrades, Superfare, Rail Tickets or TrainSwap

What should I do if my Secret Fare train is cancelled?

If your assigned Secret Fare train is cancelled, your options depend on whether you still wish to travel.

If you still want to travel

You may travel on an alternative service operated by the same train company.

In most cases, you can board one of the next available services before or after your cancelled train.

Before travelling:

• Check the train operator’s website or National Rail for updated departure times.

• Speak to station staff or onboard crew to confirm your ticket will be accepted.

Seat reservations do not transfer automatically.
You must sit in an unreserved seat unless instructed otherwise by staff.

Accommodation on alternative services is subject to the rail operator’s conditions.

If you no longer wish to travel

If you choose not to travel because your train was cancelled:

You are entitled to a full refund for your unused Secret Fare ticket.

To request a refund:

• Submit a refund request using the Seatfrog refund form.

• Your ticket must be wholly unused.

Refunds apply only where the cancellation prevents travel.

If you travel but arrive late

If you travel on an alternative service and arrive late, you may be eligible for compensation under the rail operator’s Delay Repay scheme.

Delay Repay claims must be submitted directly to the train operator.

Seatfrog does not assess or process Delay Repay claims.

Important

• Secret Fare tickets are non-refundable unless your train is cancelled.

• Refunds do not apply if you choose not to travel for other reasons.

• Acceptance on alternative services is determined by the rail operator.

• Compensation for delays is handled by the rail operator.

If you are unsure which option applies to your situation, contact Seatfrog Support.