Passengers rightly demand improvements to our railway services. That is why we are currently investing billions each year across the network. However, from time to time, it may be necessary to replace a train service with a bus or coach. Train companies’ responsibilities to passengers who have purchased a rail ticket are set out in the National Rail Conditions of Travel (NRCoT). The NRCoT apply on rail replacement services as for other train services, including the entitlement to compensation for any delayed journey, which is based on the advertised timetable. There is no specific entitlement to compensation relating to journeys involving the use of a rail replacement bus which run to the advertised timetable.
Wherever engineering work is planned in advance, the train company or retailer will make passengers aware of any need to use a rail replacement service, including any altered times in timetable information, so that they may make an informed decision about their travel plans. If the replacement is at short notice, and the person wishing to travel cannot complete their journey because the company is unable to transport their luggage, articles, animals and/or cycles by road vehicle, and they therefore decide not to travel, they are entitled to claim a refund without any administration charge.