Updated October 2026
UK train operators, ranked by what they promise
How 10 UK train operators companies compare on refunds, service credits and compensation, read straight from their public terms.
5South Western RailwayTrain operators68Strong · 14 promises14Compensation for missing a connection due to a late trainNo deadline stated · Simple to claim9LumoTrain operators67Strong · 6 promises6Automated Delay Repay (ADR) for advance ticketsNo deadline stated · Simple to claim11Great NorthernTrain operators66Strong · 7 promises7Automatic Delay Repay compensation for delays of 15+ minutesClaim within 28 days · Simple to claim22Avanti West CoastTrain operators60Strong · 9 promises9Compensation for delays of 15 minutes or more (Delay Repay)Claim within 28 days · Takes a few steps25Hull TrainsTrain operators60Strong · 8 promises8Delay Repay compensation for delays of 30+ minutesClaim within 28 days · Simple to claim33ThameslinkTrain operators56Strong · 5 promises5Delay Repay compensation for delays of 15+ minutesClaim within 28 days · Takes a few steps38SoutheasternTrain operators54Fair · 6 promises6Delay Repay compensation for delays of 15+ minutesClaim within 28 days · Simple to claim48SouthernTrain operators47Fair · 3 promises3Compensation for delays of 15+ minutes (Delay Repay)Claim within 28 days · Takes a few steps49Grand CentralTrain operators47Fair · 8 promises8Charter Compensation for delays of 60+ minutesClaim within 28 days · Takes a few steps56LNERTrain operators45Fair · 5 promises5Delay Repay compensation for delays of 30+ minutesNo deadline stated · Takes a few steps
Questions
Train operators: quick answers
Which train operators company promises customers the most?
South Western Railway ranks first among UK train operators companies in the Promise Index, with a Promise Score of 68 out of 100 and 14 promises in its terms.
Which train operators company has the most promises in its terms?
South Western Railway, with 14 promises that give customers refunds, credit or compensation.
How are these companies compared?
We read each company's public terms, list every refund, credit and compensation promise, and score them. Compensation and service credits count most, and simple claims count more than ones that need forms or evidence.