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).

Depending on the train operator, you may be entitled to compensation if your journey is delayed by 15 or 30 minutes. You must submit your claim within 28 days from the travel dates. 


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?

You can file a claim for compensation by going to the train company's website; most offer online forms you can fill out. You'll also need to upload a picture of your ticket, so please keep your tickets safe until the money is in your account or rail vouchers have been received.

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.


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