What happens if my upgraded Train is delayed or cancelled?

If your train is cancelled while you are bidding

If your train is cancelled while your Seatfrog bid is live, what happens depends on whether the auction completes:

• If the auction is cancelled before it ends:
  The auction will usually be stopped by the train operator and no upgrade will be issued or charged.
• If the auction completes and you win the bid:
  The train operator will usually try to honour your upgrade on an alternative service, typically within a couple of trains before or after your original journey (subject to availability).
• If you are unable to use the upgrade due to the cancellation
  You can request a refund for the unused upgrade here: https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=8857996746511
• If you travel and experience delays:
  You may be eligible to claim Delay Repay compensation from the train operator.

If your upgrade has already been issued

Once your upgrade has been confirmed, what happens depends on whether you travel or not:

If your train is delayed and you still travel

If your train is delayed and you continue your journey, your upgrade remains valid for that service.

In some cases, depending on the length of the delay, you may be eligible to claim Delay Repay compensation through the train operator.

To claim Delay Repay:

1. Visit the train operator’s website.

2. Complete their Delay Repay form.

3. Attach both:

   • Your original train ticket, and

   • Your Seatfrog upgrade confirmation.

If your train is cancelled and you still travel

If your train is cancelled, rail staff will try and accomodate you using the upgrades on the next available service.

Upgrade accommodation on the alternative service is subject to availability and cannot be guaranteed.

Please speak to station or onboard staff to check whether your upgrade can be honoured.

If your train is cancelled and you choose not to travel

If your train service is cancelled by the rail operator and you decide not to travel, you can request a refund for your unused Seatfrog upgrade.

To request a refund, please submit a claim here: [refund link].

Make sure all required details are completed accurately to avoid delays in processing.

What if I miss my upgraded train due to a delayed connection?

If your connecting train is delayed and you miss the train you upgraded, you should claim Delay Repay directly from the train operator responsible for the delay.

This is because:

• Your Seatfrog upgrade is only valid for the specific service you selected
• Missing the train due to disruption is treated as a delay-related issue, not a cancellation

What to do

1. Submit a Delay Repay claim with the train operator that caused the delay
2. Include:
   • Your original train ticket
   • Your Seatfrog upgrade confirmation

When can I request a refund instead?

You can request a refund for your Seatfrog upgrade only if you did not travel at all due to disruption (for example, if your train was cancelled and you chose not to travel).

👉 Submit your refund request here: https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=8857996746511

Important

• Delay Repay claims must be made directly with the train operator.

• Refunds for wholly unused upgrades due to cancellation must be requested through Seatfrog.

• If you travel and use your upgrade, a refund is not available, but you may be eligible for Delay Repay.