We recognise that passengers want to know what is happening when things go wrong. Our staff on our trains and at stations will help by providing as much information as they can to passengers.
In cases of severe disruption, Northern will, at its discretion, provide alternative transport to ensure you reach your final destination. In exceptional circumstances, hotel accommodation may be provided.
If a delay to a Northern service adds an hour or more to your journey, we will offer you National Rail travel vouchers to the value of at least 50% of the fare you paid for that journey. The vouchers are available for use on Northern and other train operators' services. This also applies to weekly season ticket holders.
Separate arrangements for season ticket holders of one month or longer are shown in Section 11.
If you purchase a ticket for your journey and the train you plan to catch is delayed or cancelled, or your reservation is not honoured and you decide not to travel, you will be given a full refund if you return your unused ticket to the purchasing point. Please note your right to receive a refund may be restricted by partial use of your ticket or if you have purchased a discounted ticket in advance of travel.
