Your rights

Throughout the UK, there are 30 train operating companies providing rail services. Onboard services they provide - such as baby changing, cycle space and catering - can vary from service to service. Each train operating company is required to produce a Passenger Charter which sets out the commitments it makes to customers. Contact the appropriate train operating company to get a copy of its charter.

There are a variety of ticket options available, depending on when and where you want to travel and how flexible you need to be. You have to buy tickets to travel before you board the train, unless there is no means to buy them at the station of departure, or there is a notice saying you can buy tickets on the train.

Even if the queues are long and you think you are going to miss your train, do not board without a valid ticket, unless you have been given express permission by the station staff, or see a notice advising you can buy tickets on board - otherwise you may be liable for a penalty fare.

If your train is cancelled, delayed or you do not get your reserved seat and you decide not to travel, you can take your ticket to the ticket office you purchased the ticket from, for an immediate refund. Alternatively, you can take your ticket to any ticket office within 28 days, but the refund may not be immediate. You should not have any administration charge deducted from your refund.

If your train is delayed for more than an hour by circumstances controllable by the train company, you are entitled to compensation in the form of travel vouchers. However, many train companies offer compensation even if you have been delayed for less than an hour.

If, due to a cancellation or delay within the train company's control, you are left stranded at a station, the company should help you by providing alternative transport to your destination or a convenient station, or overnight accommodation. Ask a member of staff at the station for information.

You have responsibility for your luggage, and train companies are not normally liable for compensation to lost or damaged luggage, unless it was caused by the neglect of the company or its staff.

Passenger Focus, formerly known as the Rail Passenger Council, is an independent public body created to protect the interests of Britain's rail passengers. It campaigns for improvements, provides practical advice and offers assistance in resolving complaints. Its website can be accessed by clicking on the following link: Passenger Focus .

It deals with three key issues - fares and tickets, quality and level of services and investment in the railway, and also:

• Offers rail passengers help and advice on getting the best out of rail services
• Explains passengers' rights when things go wrong
• Mediates in complaints that cannot be settled by the train companies
• Publishes reports and research on train services
• Presses for improvements to services
• Shapes the development of rail policy, procedures and regulation

Complaints about a rail operator in Northern Ireland should first be made to the relevant rail operating company. If it is not dealt with satisfactorily, the complaint can be referred to The Consumer Affairs Officer of the General Consumer Council for Northern Ireland, an independent body set up to give consumers a voice. Its website can be access by clicking on the following link: Consumer Council NI