Delay Repay

What is Delay Repay? 

Delay Repay is a national scheme train companies use to compensate passengers for unforeseen delays and cancellations to their services. You can claim compensation if you arrived late at your destination due to a delay or cancellation of train service (except when delays are caused by planned engineering work).

The amount of compensation varies depending on the length of the delay and the type of ticket that was purchased. To be eligible for Delay Repay, the delay must be the train company's fault and the journey must have been made on a train that was operated by that company. Passengers must submit a claim within 28 days of the delayed journey.

Am I entitled to a refund from the retailer or a Delay Repay / Compensation from the Train Company?

That really comes down to whether you travelled or not and how you got to your destination. 

  • Completed journey (delayed arrival at destination):

If you travelled on an alternative service due to a delayed or missed a connection and got to your destination late, then you'll probably be entitled to compensation from the train company that caused the delay. The amount you'll get varies according to the train company and the length of the delay.

To make a claim for a delay, cancellation or missed connection, you need to contact the train company directly. We're not able to issue the compensation; only the train company can do that.

This is called "Delay Repay", but they'll normally explain the procedure on their website, but if in doubt you can ring National Rail Enquiries on 03457 48 49 50.

  • Abandoned journey:

If you chose not to take your journey at all or returned to the origin station because of a delayed or cancelled train, then we will be able to refund the unused tickets for you. This is classed as an "Abandoned Journey". We may ask you to clarify what happened on the day of travel before we can process your claim.

How much can I get for a delay?

You can get compensation if the train company is part of a scheme called "Delay Repay"; it doesn’t matter why the train was delayed.

Check your train company’s website to find out if they offer Delay Repay (they might call it "delay compensation").

You’re legally entitled to the following compensation:

  • 50% of your ticket price if you get to your destination between 30 minutes and an hour late.
  • a full refund if you arrive more than 1 hour late.

How do I claim Delay Repay?

To submit a delay repay claim online, you will need to follow these steps:

  1. Visit the website of the train company you were traveling with. Most train companies have a dedicated page for delay repay claims.

  2. Find the link to the online claim form and click on it. You may need to create an account with the train company before you can access the form.

  3. Fill out the online form with the required information, such as your name, contact details, and the date and time of your delayed journey.

  4. Attach any supporting documentation, such as your ticket or proof of purchase, to the online form.

  5. Submit the form and wait for a response from the train company. Most train companies aim to process delay repay claims within 28 days.

Many companies provide vouchers for future train journeys. You are not required to accept them; if you want a monetary return, you may do so.

It is important to note that each train company has its own policies and procedures for delay repay claims, so the exact process may vary slightly from one company to another. If you are unsure about how to submit a delay repay claim with a specific train company, you should contact them directly for more information.

What if I'm not happy with the response?

If, following your complaint to the train company, you are unhappy with their final response or approach to your issues you may wish to canvass your views to the Rail Ombudsman.

Telephone: 0330 094 0362
Textphone: 0330 094 0363
(Monday to Friday 8am to 8pm, Saturday 8am to 1pm)

Website: www.railombudsman.org
Email: info@railombudsman.org
Post: FREEPOST – RAIL OMBUDSMAN

Train Operators that offer Delay Repay:

Journey Planner