We aim to provide the best service possible, but despite our highest endeavours, occasionally we fall below the high standards we set ourselves.
In these cases, we apologise for any delays, disruption or inconvenience to our customers. Our Customer Promise offers customers who hold a valid travel ticket or pass, the opportunity to make a travel claim for free travel in the following instances*:
- A service departs from a scheduled timing point more than one minute early
- A service departs from a boarding stop more than 20 minutes late (5 minutes late on Eclipse services)
- We fail to operate an advertised service for reasons within our control
To claim please contact us via our contact form and we’ll send you instructions.
Terms & Conditions
This does not guarantee compensation. This does not create any new legal relationship with you as a result of what we say we will do, nor does it affect your legal rights. These are set out in our Conditions of Carriage.
*The arrangements for compensation are only available for First services in Hampshire and do not apply to certain delays that are outside our control for example vandalism, security alerts, industrial action, severe weather, heavy traffic conditions, road works and road closures.