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Train Delay Compensation (Delay Repay)

Late train? Get money back automatically.

#At a Glance
Difficulty ā­ Easy
Time to DIY 10 minutes
Payout 25ā€“100% of ticket price
Time Limit 28 days (most operators)
Escalation Rail Ombudsman

#What Is It?

Delay Repay is a compensation scheme run by most UK train operators. You can claim:

Delay Compensation
15ā€“29 minutes 25% of ticket price
30ā€“59 minutes 50% of ticket price
60ā€“119 minutes 100% of ticket price
120+ minutes 100% of ticket price (some operators pay more)

Most operators have moved to Delay Repay 15 (compensation from 15 mins). A few still use Delay Repay 30.

#Am I Eligible?

#āœ… You can claim if:

  • Your train was delayed by 15+ minutes (or 30+ for some operators)
  • You have proof of purchase (ticket, booking reference, railcard)
  • You're within the claim window (usually 28 days)

#āœ… You can claim regardless of:

  • The reason for the delay (weather, strikes, engineering ā€“ doesn't matter)
  • Whether you actually completed your journey
  • What ticket type you have (including season tickets)

#āŒ You can't claim if:

  • You knew about the delay before you bought the ticket
  • The delay was announced in advance and you chose to travel anyway
  • The claim deadline has passed

#How to Claim

#Step 1: Note the Details

  • Train operator
  • Departure and arrival stations
  • Scheduled vs actual times
  • Booking reference or ticket

#Step 2: Find the Operator's Claim Form

Most operators have online forms:

Or search "[operator name] delay repay"

#Step 3: Submit Your Claim

  • Fill in journey details
  • Upload/attach ticket or confirmation
  • Choose refund method (original payment, vouchers, cheque)

#Step 4: Wait for Response

  • Most claims processed within 20 working days
  • Chase if you don't hear back
  • Escalate to Rail Ombudsman if rejected unfairly

#Season Ticket Claims

If you have a season ticket, you can claim for every qualifying delay. Options:

  1. Claim each delay individually ā€“ tedious but gives cash back
  2. Use an app ā€“ services like Seatfrog and TrainPal automate claims
  3. Batch claims ā€“ some operators let you claim multiple delays at once

Important: Keep a log of your delays. Operators won't track them for you.

#Evidence You'll Need

  • Ticket or booking confirmation
  • Journey details (stations, times)
  • Proof of delay (operators can usually check their own data)
  • Bank details for refund

Don't have your ticket? Many operators accept:

  • Email confirmation
  • Screenshot of mobile ticket
  • Bank/card statement showing purchase
  • Receipt from ticket machine

#Delay Repay Operators

Operator Scheme Claim Deadline
Avanti West Coast Delay Repay 15 28 days
LNER Delay Repay 15 28 days
GWR Delay Repay 15 28 days
CrossCountry Delay Repay 30 28 days
TransPennine Delay Repay 15 28 days
Northern Delay Repay 15 28 days
ScotRail Delay Repay 30 28 days
Southern/GTR Delay Repay 15 28 days
Southeastern Delay Repay 15 28 days
c2c Delay Repay 15 28 days
TfL Rail/Elizabeth Line TfL scheme 28 days

#If Your Claim Is Rejected

  1. Reply to the rejection ā€“ ask for a specific reason
  2. Escalate via operator's complaints procedure
  3. Contact Rail Ombudsman ā€“ free, independent service

#Common Questions

Q: Do I need to keep my ticket?

Ideally yes, but many operators accept other proof. Submit what you have.

Q: I have a season ticket ā€“ how do I calculate the refund?

Operators work out the daily value of your ticket and calculate percentages from that.

Q: The delay was only 10 minutes ā€“ can I claim anything?

Only if your operator offers Delay Repay 15. Check their terms.

Q: I drove instead of taking the delayed train ā€“ can I claim?

You can claim if you abandoned your journey due to delays, but you'll get a refund of the unused portion, not delay compensation.