What should customers planning to travel by train on a strike day do?
Customers are advised only to travel during the strike action if journeys are absolutely essential. Where possible you should to travel either side of the affected days. Anyone intending to use our trains should check carefully before travelling as services may be subject to short notice cancellations. Customers should also allow extra time for journeys as any services we do operate will be busy. Unfortunately we are not planning to run rail replacement bus services on days affected by strike action.
When will details of what services you are planning to run be available?
We aim to have finalised timetables published on this page and on journey planners as soon as possible.
All the latest information about available services will be published on this page.
What if my train is cancelled and I can’t complete my planned journey?
If the train that you were intending to travel on is cancelled or you are unable to complete your journey, then you can apply for a refund or change your journey free of charge. You can also change your journey if your train has been delayed or re-scheduled since the timetable was published. Refunds in these circumstances will not be subject to an admin fee and you are asked to submit your refund within 28 days of your intended date of travel.
If, after you have bought your ticket, your train is cancelled, delayed or rescheduled you may change the date/time of your journey free of charge.
What happens if I have a ticket booked for the strike day(s)?
We will operate as many of our services as possible. If, however you are unable to travel or choose not to travel on a strike day, your ticket will be valid for travel up to and including Tuesday the 23rd August.
Alternatively, if you choose not to travel at all then you will be entitled to a full refund or for the portion of your journey that has been affected. To claim your refund you will need to return the ticket to where it was purchased. We will not charge an administration fee for this.
If you have a monthly or longer season ticket and choose not to travel, you can claim 100% Delay Repay for the affected dates as specified on this page (you must select “abandoned journey” as reason for delay). If you have a Flexi Season ticket and have activated a pass for travel on the affected dates as specified on this page, then you can claim 100% compensation for these days via Delay Repay (you must select “abandoned journey” as reason for delay). Weekly season ticket holders can get a refund on the portion of season ticket not used, as per the standard refund policy.
We have withdrawn Advance Purchase tickets from sale on the days of strike action – other fares are still available.
For full information on refunds – including how to apply – visit: tpexpress.co.uk/help/refunds
Anyone who experiences a delay while travelling may be entitled to compensation – further information is available here: tpexpress.co.uk/help/delay-repay-compensation
Can I travel a day earlier or later?
If you are unable to complete your planned journey or choose not to travel due to industrial action, your ticket will be valid for travel up to and including Tuesday the 23rd of August.
If I travel and I’m delayed will I receive compensation?
Yes, if you are delayed for 15 minutes or more, you are entitled to Delay Repay compensation.
You can apply for this or access more information on our website: tpexpress.co.uk/help/delay-repay-compensation
Can I get a full refund?
Yes. If you choose not to use your ticket and return it to where you bought it from they you will be entitled to a full refund. TPE will not charge you an administration fee for this.
How do I get a refund?
Unused tickets should be returned to where they were purchased from.
If you purchased your ticket directly with us, you can apply for a refund here: tpexpress.co.uk/help/refunds
Will I be charged an admin fee on any refund?
No, you will not be charged an admin fee.
I have two Advance Purchase tickets booked and the outward journey is affected by the dates of the action but the return isn’t – if I choose not to travel at all can I get a refund for both?
If you have a return ticket and you do not or cannot travel because one leg of your journey is affected by strike action, you can apply for a full refund for both outward and inbound journeys.
What happens if you plan to run the service I am booked on but I still don’t want to risk travelling?
Whilst we will try to run as many of our planned services as possible, we understand that this may cause you concern. Your ticket will be valid for travel on the previous day or the next two days following any strike action. If you choose not to travel at all, you will be entitled to a full refund.
Customers with Advance Purchase tickets can still take advantage of the Book with Confidence promise – if you decide not to travel you can exchange your ticket for travel on a different date or time up to and including 30 September.
Will First Class be declassified?
No. On the services we operate we will endeavour to run them as normal, including First Class.
