A new government policy lets passengers with valid tickets for cancelled trains travel on another operator’s service for free if the alternative departs within two hours before or after the original train, using a direct or reasonable route.

From September 20, UK rail passengers will gain a right to travel on a different operator’s train without paying again when their original service is cancelled.

From 20 September, passengers whose trains are cancelled can automatically use another operator’s service to finish their journey without extra cost, selecting a reasonable alternative route within a two-hour window of the cancelled service.

Historically, cross-operator ticket acceptance was limited to publicly owned companies and often inconsistent during disruptions, causing delays and forcing new purchases with late refunds.

The reforms address long-standing differences in ticket rules across operators during disruptions, simplifying travel and potentially improving cost recovery for passengers.

East Midlands Railway will not be included immediately due to ongoing problems and mass cancellations, with its inclusion postponed.

Transport Focus welcomed the change, stressing the need for clear, accessible information for passengers about disruption options.

Campaigners urged clear guidance on disruption options to be communicated to travelers as the policy rolls out.

The change is praised as a long-desired improvement that prioritizes passengers and requires transparent information about disruption choices.

The reform aims to reduce frustration for travellers stranded when an operator-specific ticket cannot be used on an alternative service, especially on major intercity corridors with overlapping services.

The policy is framed as part of moving toward Great British Railways, prioritizing public service over shareholders during disruptions.

Cross-operator ticket acceptance is expanding to include CrossCountry, GWR, Avanti West Coast, and Chiltern Railways from Sunday, with East Midlands Railway joining later.