What happens if my Superfare train is cancelled or removed from service?

If your assigned Superfare train is cancelled or removed from service, 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.

If your train is cancelled, you can board:

• One of the two services before, or

• One of the two services after

your originally scheduled train, provided they are operated by the same train company.

Before travelling:

• Check the latest timetable on the train operator’s website or National Rail.

• Speak to station staff or onboard crew if you are unsure which services qualify.

Seat reservations do not transfer.

Acceptance 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 or removed from service:

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

To request a refund:

• Submit a refund request using the Superfare refund form.

• Your ticket must be wholly unused.

Refunds apply only where the cancellation prevents travel.

Superfare tickets remain non-refundable in all other circumstances.

If your replacement train is delayed

If you travel on one of the permitted alternative services 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

• Superfare tickets cannot be changed or transferred to another date.

• Refunds apply only if the ticket is unused due to cancellation.

• Compensation for delays is handled by the rail operator.

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