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Delay repay

If your journey is delayed and you are not a season ticket holder, you are entitled to claim compensation from the operator of the train that delayed you – unless the operator has declared a ‘void day’, when no effective service could be run because of a catastrophic event. Get your ticket endorsed by the conductor/guard/train manager to confirm the train you were travelling on. Request a delay repay form from the train conductor/guard/train manager, staffed station, or by post from the operator’s customer services department, or use the link for the appropriate operator below (for some operators you can claim online). Complete the form, giving scheduled and actual date and departure/arrival times of the trains which caused the delay, and send it within 28 days of the expiry of the ticket. Some operators allow you to complete the form online and send a scan of the tickets. If you bought the ticket at a station, you can fill in the form and hand it in there, without having to worry about which operator to send it to. Forms sent by post should be accompanied by the original tickets (not copies – but keep a copy yourself). You now have the right to receive compensation in the form of a cheque or credit card refund.
  • Arriva Trains Wales – 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over; applies to all tickets including seasons
  • c2c – 50% of fare for delay of one hour or over
  • Caledonian Sleeper see para 7 of Guest Charter - 50% of one-way fare paid for delay of 30 minutes or over, 100% of one-way fare paid for one hour or over, 100% of single or return fare paid for 2 hours or over
  • Chiltern Railways – 50% of fare for delay of 30 minutes or over, 100% for one hour or over
  • CrossCountry - 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over. Download form and email to customer.relations at crosscountrytrains.co.uk
  • East Midlands Trains- 50% of one-way fare paid for delay of 30 minutes or over, 100% of one-way fare paid for one hour or over, 100% of single or return fare paid for 2 hours or over
  • First Great Western – for London and Thames Valley routes with journeys over one hour scheduled duration, 50% of one-way fare paid for delay of 30 minutes or over; for regional services, 50% of one-way fare paid for delay of one hour or over, 100% for two hours or over
  • First Hull Trains - 50% of one-way fare paid for delay of 30 minutes or over, 100% of one-way fare paid for one hour or over, 100% of single or return fare paid for 2 hours or over
  • First Transpennine Express - 100% of one-way fare paid for delay of 30 minutes or over, 100% of single or return fare paid for one hour or over
  • Gatwick Express - 25% of one-way fare paid for 15 minutes or over, 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • Grand Central - 25% of one-way fare paid for delay of one hour or over
  • Greater Anglia - 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • Heathrow Connect – compensation policy not published
  • Heathrow Express -100% of one-way fare paid for delay of 15 minutes or over; request Customer Refund card from staff
  • London Midland - 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • London Overground - 100% of one-way fare paid for delay of 30 minutes or over
  • London Underground - 100% of one-way fare paid for delay of 15 minutes or over
  • Merseyrail -100% of one-way fare paid for delay of 30 minutes or over; speak to staff at station
  • Northern Rail 100% of one-way fare paid; from any ticket office or try Northern’s Contact Us
  • ScotRail - 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • South West Trains - 100% of one-way fare paid for delay of one hour or over
  • Southeastern - 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • Southern - 25% of one-way fare paid for 15 minutes or over, 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over]
  • Stansted Express - 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • Thameslink Great Northern - 25% of one-way fare paid for 15 minutes or over, 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over
  • Virgin Trains East Coast - 50% of one-way fare paid for delay of 30 minutes or over, 100% of one-way fare paid for one hour or over, 100% of single or return fare paid for 2 hours or over
  • Virgin Trains (West Coast)- 50% of one-way fare paid for delay of 30 minutes or over, 100% for one hour or over. If you have an advance ticket which you bought from the Virgin website or mobile app, you will receive a refund automatically.
Details of each operator’s compensation policy are given in the Passenger’s Charter or Delay Repay document available from their website or ticket offices (note that the Passenger Charter used by operators of the older franchises is less generous than the Delay Repay scheme, and may not cover delays which are attributable to Network Rail). The Consumer Rights Act now entitles passengers to seek compensation up to the full cost of their ticket if the service they have paid for is not delivered with reasonable care and skill. This means that the operator can no longer cap the amount of compensation they offer customers at less than the full ticket price if they are at fault. Some operators may provide free refreshments in the event of a delay. Season ticket holders should receive a discount for renewal when performance has dropped below a preset threshold, and an extension or discount for void days, or compensation on a journey-by-journey basis. If you are using split tickets, the ATOC Retail Manual specifies that the entire journey is covered.

Operators are beginning to give delay compensation automatically - for example c2c to users of its c2c Smartcard, and Virgin to holders of advance tickets bought through its own website.


When things go wrong | Changing your mind | Ticket machine not working | Ticket lost stolen or damaged | Reserved seat not available | Missed connection | Cancelled or missed connection with last train | Alternative routes in the event of delay | Penalty fares | Making a complaint

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