Virgin Trains on the West Coast Main Line has become the first rail operator to refund passengers automatically when their train is late. But only in certain circumstances. 

Passengers must have bought the ticket through Virgin’s web site or app, and it must be an ‘advance’ fare. 

Advance tickets are sold in limited numbers and tie the holder to travelling on a specific train – if they miss it, they have to buy another ticket. Where this specified train is delayed, Virgin will make a refund to the passenger’s debit or credit card within three days. 

Holders of other ticket types – such as ‘off-peak’ and ‘any time’ fares – aren’t covered by the automatic refund because Virgin can’t be sure which train they travelled on. 

Even if they hold a seat reservation for a given train, they aren’t required to use it. Despite these restrictions, Virgin expects to refund an additional £2.8m under ‘automatic delay repay’ in the first year. 

Phil Whittingham, managing director Virgin Trains West Coast, said: “We’re proud of our record of customer service and are always looking for ways to innovate. “So we’re delighted to be the first train company to automatically refund cash directly back onto customers’ payment cards should they be delayed by more than 30 minutes. 

“This is one of a range of innovations we have planned for the coming year, all of aimed squarely at the customer.” 

Passengers not covered by the automatic refund policy can still claim by using a form available online or from station booking offices. 

Rail companies have different policies on refunds, set out in their passengers’ charter. 

We summarise the policies of the rail companies operating in Cumbria below.

FIRST TRANSPENNINE EXPRESS 

Single tickets: Full refund for delays of more than 30 minutes. 

Returns: As above, applied pro rata, and a full refund of the return fare if one leg is delayed by an hour or more.

NORTHERN RAIL 

Single tickets: Refund of half the fare for delays of an hour or more. Returns: As above applied pro rata.

SCOTRAIL 

Single tickets: Refund of half the fare for delays of more than 30 minutes, full refund if it’s more than an hour. 

Returns: As above, applied pro rata, and a full refund of the return fare if one leg is delayed by two hours or more.

VIRGIN TRAINS

Single tickets: Refund of half the fare for delays of more than 30 minutes, full refund if it’s more than an hour. 

Returns: As above applied pro-rata, and a full refund of the return fare if one leg is delayed by two hours or more. Virgin also promises passengers complimentary non-alcoholic drinks “until stocks are exhausted” if the train is more than half an hour late.