Delay Repay

Delay Repay

Delay compensation can be issued in the form of National Rail travel vouchers or a cash refund if requested

Who should I claim compensation from?
If your train has been delayed or cancelled and you decide not to travel, you are entitled to a full refund, which must be claimed back from us, the retailer. In order for us to process the refund we will physically need to have the unused tickets back in our possession as we need these to be able to claim back the money to refund you. If you have used or partially used your tickets, you may be eligible to claim compensation for your disrupted journey from the train company you were travelling with.

If you are unable to remember the name of the company you were travelling with at the time the delay occurred, you will find this information detailed on booking confirmation sent out at the time of purchase.

How much compensation will I receive?
Most train companies operate a delay repay policy but the amount you are able to claim back will vary and depends on the length of the delay, the reason for the delay and the policy of the individual company, which is set out in their Passenger Charter. You are normally entitled to compensation for delays of 30 minutes or more but the train company may refuse to pay out if the delay was caused by reasons outside their control.

National Rail travel voucher

Delay compensation is issued as National Rail travel vouchers or a cash refund

As a minimum if you are delayed by an hour or more you are eligible for:

  • 50% of the fare back on a single ticket, or return ticket if both the outward and inward legs  are delayed
  • 50% of the fare back for the relevant part of the journey  on a return ticket with a delay on either the outward or the return journey.

Individual train company policies
Details of the Delay Repay policy for each train company can be found below along with links to assist you in making a claim. Compensation claims must be raised within 28 days of the disrupted journey and you will normally need to send in your original tickets if you still have them or the ticket receipt.

 Company Train Company Delay Compensation Policy Making a Compensation Claim
Abellio Greater Anglia Compensation levels depend on the length of the delay, as follows: 30-59 minutes delay entitles you to compensation to the value of 50% of the cost of a Single ticket or 50% of the cost of either the outward or return portion of a Return ticket as appropriate;

For delays of over 60 minutes the amount of compensation is doubled to 100% of the cost of the Single ticket or either portion of the Return ticket

 A PDF Version of the claim form can be found here
 Arriva Trains Wales  Daily Ticket holders (Anytime, Off-peak, Advance, Mobile Multi-flex) are entitled to compensation as follows;
20% of the cost of their single ticket, or 10% of the cost of their return for delays between 30 – 59 minutes100% of the cost of their single ticket, or 50% of their return for delays of more than 1 hourThe compensation level for delays of more than 2 hours may be increased depending on the circumstances surrounding the dealy
 A PDF Version of the compensation claim form can be downloaded here
 c2c  The Delay Repay scheme provides compensation for ticket holders who have been delayed for more than 30 minutes, with additional levels at 60 and 120 minutes. Claims for delays can be made within 28 days of the delay. To claim, complete the form and upload a copy of your ticket. If you were travelling on Oyster PAYG you will need to provide a copy of your usage statement showing your journey. c2c Smartcard users should provide the last 8 digits of the card number when requested.  The claim form can be completed online here
Caledonian Sleeper
  • 30 to 59 minutes: You will receive 50% of the fare for the affected journey.
  • 60 to 119 minutes:You will receive 100% of the fare for the affected journey.
  • 120 minutes or more: You will receive 100% of the return fare.
Delay repay form online here
 Chiltern Railways  A delay of more than an hour entitles passengers to a full refund for the leg of the journey that is affected. This is refunded in the form of rail travel vouchers (under £30) or by cheque (over £30)

A delay of less than an hour but of 30 minutes or more entitles passengers to a refund of 50% of the fare for the leg of the journey affected, Again, this is refunded either by rail travel vouchers or by cheque depending on the amount.

A delay of less than 30 minutes does not entitle passengers to a refund. Please accept our apologies for this.

Compensation can be claimed by filling out the online query form here
 CrossCountry Trains  Delays of 30-59 minutes: 50% of the cost of your single ticket or 50% of the cost of either portion of your return ticket
Delays of 60 minutes or more: 100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket
Delays of two hours or more for return tickets: If either or both the outward or return legs of your journey are delayed by more than two hours and you have a return ticket, you will be entitled to receive up to 100% of the cost of the return ticket
Online Delay Repay form and further details are available here
East Midlands Trains Delays between 30 and 59 minutes:
50% of the cost of a single ticket (or 50% of the cost of either part of a return ticket).
Delays of 60 minutes or more:
100% of the cost of a single ticket (or 100% of the cost of either part of a return ticket).
Delays of 2 hours or more (120 mins) 100% of the cost of a single ticket or 100% of the cost of a return ticket (i.e both ways, not just one way).
 A PDF version of the Delay repay form can be found here
Eurostar  Complimentary  journey, 50% discount of future journey or 25% cash refund after an hour. Refunds given in rail vouchers or cash.  You can apply for compensation from Eurostar using their online form here
First TransPennine Express If you hold a ticket for a single or return journey, or a weekly Season and a delay to a First TransPennine Express service adds 30 minutes or longer to your journey, we will offer you National Rail travel vouchers for the full cost
of the single leg of your journey that was delayed, i.e. 100%
compensation for single tickets and 50% for return tickets.
If you are delayed for more than one hour, we will offer you National
Rail travel vouchers for the full cost of your entire journey
A PDF version of the delay compensation form can be found here
Gatwick Express  If your train journey is delayed by more than 30 minutes on a Gatwick Express service between London Victoria and Gatwick Airport, regardless of the cause, then Gatwick Express will compensate you for your train travel. You can claim compensation under Gatwick Express’ Delay Repay scheme.If your train journey is delayed on a Gatwick Express extension between Gatwick Express and Brighton then you can claim compensation from Southern Railway under their Delay Repay scheme.  Fill in the online form here to claim compensation
Grand Central  Delays of 1 to 2 hours: 50% of the cost of a single ticket or 50% of the relevant portion of a return ticket.

Delays of 2 to 3 hours –
75% of the cost of a single ticket or 75% of the relevant portion of a return ticket.

Delays over 3 hours –
100% of the cost of a single ticket or 100% of the relevant portion of a return ticket.

Some causes of delay, such as severe weather or acts of vandalism on the rail network, are not eligible for compensation.

 You can claim compensation for delays online via the form here
Great Northern  You can claim if you’re delayed arriving at your destination by 30 minutes or more when you travel with Great Northern (except when delays are caused by planned engineering work).  Compensation can be claimed online using the form here
Great Western Railway What GWR will pay will depend on the train service you used. You can chose whether you’d like rail travel vouchers, an e-voucher as a credit on your GWR online account, or a cheque.

GWR don’t normally offer compensation because of something outside of our control like trespassing, vandalism, severe weather, someone being hit by a train or a security alert.

A PDF version of GWR’s compensation claim form can be downloaded here
Heathrow Connect  For journeys between London Paddington and Heathrow Airport, the Heathrow Express arrangements apply. For journeys between London Paddington and Hayes & Harlington, the Great Western Link arrangements apply  A PDF of the GWR compensation claim form can be found here
Heathrow Express  100% refund after 15 minutes for delays within the operator’s control.  You can contact Heathrow Express via their online feedback form here
Hull Trains  For delays of 30-59 minutes: Compensation of 50% of the relevant affected journey portion

For delays of  60-119 minutes: Compensation of 100% of the relevant effected journey portion.

For delays of 120 minutes or longer: Compensation of at least 100% of the cost of the single ticket or at least 100% of the full return ticket.

For abandoned journeys due to disruption: refund will be offered from the original place of purchase on completely unused tickets and you will not be charged an administration fee.

 A PDF version of the Hull Trains compensation claim form is available here
Island Line  Yo will be compensated if your journey with us was delayed by 30 minutes or more and the delay to your journey was within our control.  Details of how to claim compensation can be found here
London Midland 30-59 minute delay:
50% of the cost of a single ticket or the affected journey of a return ticket.60-119 minute delay:
100% of the cost of a single ticket or the affected portion of a return ticket.120+ minute delay
100% cost of your fare whether you have a single or return ticket.
 Compensation can be claimed online via the form here
London Overground If your journey was delayed for reasons within their control by: – 15 minutes or more on Tube and DLR services

OR
– 30 minutes or more on London Overground or TfL Rail services
You will be refunded the single fare for the journey you were delayed on.

If you were delayed on London Overground or TfL Rail services and arrived at your destination more than one hour late, your refund may be calculated as set out in the National Rail Conditions of Carriage if the value of the refund will be greater.

 If you travelled with an Oyster card, paper ticket, key card or c2c smartcard, you need to sign in to your Oyster online  account.If you travelled with a contactless payment card, you need to sign in to your TfL online account to apply for a service delay refund.
London Underground  If your journey was delayed for reasons within their control by: – 15 minutes or more on Tube and DLR services

OR

– 30 minutes or more on London Overground or TfL Rail services

You will be refunded the single fare for the journey you were delayed on.

If you travelled with an Oyster card, paper ticket, key card or c2c smartcard, you need to sign in to your Oyster online account.

If you travelled with a contactless payment card, you need to sign in to your TfL online account to apply for a service delay refund.

Merseyrail  If you purchase a ticket for a journey that is entirely on the Merseyrail Northern or Wirral lines and during that journey you are delayed for more than half an hour, Merseyrail will offer compensation. Compensation to cover a full refund will be given for single tickets and a partial refund will be given for return tickets.
If you are delayed on our network but have travelled or are travelling further afield, you may be entitled to compensation to the value of 20% of your ticket price.
Merseyrail’s compensation claim form can be downloaded here
Northern Rail If a disruption to Northern Rail services adds an hour or more to your journey compensation will be offered. Northern Rail does not use delay repay and will not usually pay compensation for problems deemed out of its control. But, it is worth asking for compensation as it may pay out in some cases. Find out if you are eligible to claim compensation by filling out the online form here
ScotRail If your journey is delayed 30 minutes or more, you will be offered vouchers towards the cost of a future journey. In addition if a delay to a ScotRail train causes you to miss an onward connection and be delayed further, then you can count that as part of your Delay Repay claim.  Applications for Delay Repay compensation can be made online here
South West Trains  60 minute or longer delay:
100% the cost of a single journey or 50% the cost of a return journey.
South West Trains does not use delay repay and will not usually pay compensation for problems deemed out of its control. But, it is worth asking for compensation as it may pay out in some cases.
 Details of how to claim compensation can be found here
Stansted Express  The level of compensation depends on the length of the delay, as follows:30-59 minutes delay entitles you to compensation to the value of 50% of the cost of a Single ticket or 50% of the cost of either the outward or return portion of a Return ticket as appropriate; for season tickets and weekly tickets, compensation will be calculated as a proportion of the daily cost of the price of the ticket.

For delays of over 60 minutes the amount of compensation is doubled to 100% of the cost of the Single ticket or either portion of the Return ticket

 A PDF version of the compensation claim for is available to download here
 Southeastern Compensation in the form of vouchers available for delays of 30 minutes or more. Vouchers issued by Southeastern can be exchanged for cash at a Southeastern ticket office within 28 days of issue, limited to £50 in one transaction per day.  Online form here
 Southern Trains  Compensation available for delays of 30 minutes or more. Oyster and Contactless payment customers are entitled to compensation in the same way as passengers holding paper tickets.  Online form here
Thameslink  Compensation available for delays of 30 minutes or more unless delay was caused by planned engineering work. Online form here
TfL Rail If your journey was delayed for reasons within TFL’s control by:15 minutes or more on Tube and DLR services
30 minutes or more on London Overground or TfL Rail services
TFL will  refund you the single fare for the journey you were delayed on.
If you travelled with an Oyster card, paper ticket, key card or c2c smartcard, you need to sign in to your Oyster online account to apply for a service delay refund. If you travelled with a contactless payment card you need to sign in to your TfL online account to apply for a service delay refund. If you don’t have one you can sign up for an account here.
Virgin Trains For 30-59 minute delays:
50% the cost of a single ticket or a return ticket.For 60-119 minute delays:
100% of the cost of a single ticket or the affected portion of a return ticket.120+ minute delays:
100% cost of your fare whether you have a single or return ticket.
Compensation can be claimed by filling in the online delay repay form here
Virgin Trains East Coast  For a 30-59 minute  delay:
50% of  the cost of a single ticket or a return ticket.For a 60-119 minute delay:
100% of the cost of a single  ticket or the affected portion of a return ticket.120+ minute delay:
100% cost of your fare whether you have a single or return ticket.
 Complete the online delay repay form here to claim for delays to your journey.