- How do I claim compensation for a delay or cancellation?
If your journey with First Capital Connect was delayed by 30 minutes or longer, you may be entitled to compensation. If you wish to make a claim, you will need to provide your full journey details and a copy of your ticket. You can submit your claim online via Delay Repay or collect a claim form from one of our stations and send this to the address below.
First Capital Connect Customer Relations Department
- Why is my train too hot ? It's summer!
We have a programme to turn heating on and off across our fleet of trains. We gradually turn the heating on for the winter at the beginning of October, and turn it off for the summer, usually considered from April or when the temperature consistently records 11°C or more.
Unfortunately train heating is entirely different from the heating you would have at home, there isn't a central switch that controls all our trains. Turning the heating on and off is a huge job which requires engineers to record each carriage and on some stocks it will mean getting under the train. Because we have a big fleet of trains, for the routes we operate on, the programme to switch off the heating can take many weeks, normally it takes about 8 weeks to fully complete.
This is why when it's warm during the early spring / summer months the heating can sometimes still be on until we can get the train in to the depot. And this is also why if the weather takes a cold spell, we can't just automatically switch the heating back on.
We are very sorry for any inconvenience caused, and thank you for your patience whilst we gradually switch off the heating.