If you win a Seatfrog upgrade and the train is delayed or cancelled you may still be able to use the upgrade. If your train has been delayed over 60 mins, or cancelled, special arrangements will be made to accommodate you on the rail operators next available service (although a seat can't be guaranteed). Please speak to a member of staff when you travel to see if they can accommodate your upgrade.
Can I claim Delay Repay?
Seatfrog upgrades are eligible for Delay Repay. If you've purchased an upgrade and the service was delayed you may be able to claim some or all of the upgrade fee back. To apply, you'll need to fill out the Delay Repay form on your Train Operators website and ensure that you attach both your original travel ticket and Seatfrog upgrade.
My train was cancelled, I'm not going to travel, can I get a refund?
If the train service you are travelling on is cancelled by the rail operator and you've decided not to travel please contact help@seatfrog.com to request a refund on your unused upgrade. Please include:
- The transaction reference (you'll find this in your booking confirmation email and expense receipt)
- Your user ID (located at the bottom of the account page in our app)