Compensation

Last updated: 3rd January 2020, 4pm

As a regular traveller, you’ll know there have been far too many delays and cancellations in recent months. It’s not good enough and we’re sorry.

In addition to our Delay Repay scheme, we realise that the extent of disruption deserves more recognition.

We will be discounting season tickets by 3%, which more than offsets the national fares rise on Thursday 2 January 2020.

What tickets qualify for the discount?

  • Weekly, monthly, monthly+ and annual season tickets
  • West Midlands nTrain

What tickets don't qualify for the discount?

  • West Midlands nNetwork (train, bus & tram combined)
  • Day Single, Day Return and Return - Advance, Super Off-Peak, Off-Peak, Anytime
  • Scholars (students) season tickets

When will the discount apply?

Tickets purchased between 2 January 2020 and 1 January 2021 will get the 3% discount.

How do I get the discount?

All West Midlands Railway and London Northwestern Railway staffed ticket offices will apply the discount when you buy your ticket. At the moment, the discount is only available from the ticket office window. We are working on getting it live online and via our self-serve ticket machines, but this will take a while longer.

If you have bought your ticket since 2 January 2020, and not been able to get the discount, don’t worry - we are currently working out a process for refunding you, either pop back to this page, or let us have your details below and we’ll email you when it’s live.

I don’t buy my ticket from a London Northwestern Railway or West Midlands Railway ticket office.

Currently, the discount will not work on retail systems operated by other train companies. We are working with Avanti West Coast (formerly Virgin Trains, and other train operators) to get this sorted as soon as possible particularly for Birmingham New Street, Birmingham International, Coventry, Rugby, Stafford, Crewe, Runcorn and London Euston, but it will take some time.

In the meantime, you can:

  • buy from any West Midlands Railway and London Northwestern Railway staffed ticket offices such as Birmingham Snow Hill, or
  • buy from Birmingham Moor Street, Solihull and Dorridge whereby Chiltern Railways can apply the discount, or
  • buy from our ticket office at London Euston located near platforms 8-11, or
  • hold onto your ticket and we will refund the discount - we are working on a process for this

I buy my ticket through Transport for West Midlands

For customers who purchase their nTrain Swift season tickets from Transport for West Midlands via direct debit and corporate accounts, we will be working with them to implement the discount.

Are there any routes the discount doesn't apply?

On routes where we are not the primary train operator, and therefore do not price the 'any permitted' ticket we cannot offer the discount, these include:

  • Stoke-on-Trent - Birmingham

However, if we do share the line with another train operator, and your ticket has 'WMR/LNR only' printed on it the discount will apply.

Tickets bought between 15 December 2019 - 1 January 2020

Annual season tickets qualify for a 3% refund, or you can choose to take the 3% when you renew in December 2020 - the discount only applies once.

We're just finalising the process for this, we'll update this page in January for how to claim the refund, alternatively provide your contact details below.

Thank you for your continued patience.

Keeping in touch

If you'd like us to email you when we have finalised all the details, including news of our summer promotion please ensure we have your email address, so we can contact you directly.