A number of train operators offer the option to purchase First Class tickets to allow you to enjoy extra leg room, free Wi-Fi and on some services, complimentary food and drink.


There are however occasions where the train operators may have to declassify their first class carriages. This could be for a number of reasons but primarily when services become extremely busy. In the event of disruption for example, opening up first class to all passengers regardless of ticket type, can help reduce overcrowding.


While this can be disappointing if you’ve paid for a First Class ticket, the train operators will provide a refund to cover the fare difference between first and standard class (based on same ticket type).  Please contact the Train Operator direct to request this refund. 


If you’re unsure who you travelled with, take a look at your ticket details in My Bookings on our website or 'My tickets' on our app. Alternatively, the train operator will be displayed within your booking confirmation email.