Train delays have unfortunately become a regular frustration for many of us opting to travel this way but did you realise that you could be due some money back?
Yep, if you experience a significant delay or cancellation on your train journey, you have the right to claim compensation thanks to a scheme called Delay Repay.
In this guide, we’re breaking down the Delay Repay scheme and how to claim if your train is delayed or cancelled.
Coming up in this guide
- What is Delay Repay?
- Which train companies offer Delay Repay?
- What makes my journey eligible for Delay Repay?
- What if the delay isn’t the train company’s fault?
- How much compensation can I get from Delay Repay?
- Is Transport for London part of Delay Repay?
- Can I claim compensation for trains in Northern Ireland?
- Can I claim through Delay Repay if I have a season ticket?
Delay Repay: The Basics
What is Delay Repay?
Delay Repay is a nationwide scheme running across England, Scotland and Wales that makes it easier for people to get compensated for delayed journeys.
Which train companies offer Delay Repay?
The good news is that most train companies in Great Britain are signed up to it, and in fact it’s probably easier to name those who aren’t! They include Eurostar and Heathrow Express, though they both have their own compensation schemes.
As for everyone who is in the scheme, see below for the full list with links to their own Delay Repay claim pages.
What makes my journey eligible for Delay Repay?
Your journey needs to be with a train company that is part of the scheme. As long as it is, you’re entitled to compensation if your arrival time is delayed by a certain amount of time.
For most of the companies that do Delay Repay, you’ll be able to claim if your arrival time is delayed by 15 minutes or more. However, others only pay out once the delay is 30 minutes or more.
What if the delay isn’t the train company's fault?
When you claim under Delay Repay it doesn’t matter what the reason for the delay to your journey was – for example, it could be the fault of the train company, something wrong with the track or even bad weather – the good news is you’re covered!
That said, there can sometimes be exceptions, and compensation amounts will be different if there are different timetables in place, for example during engineering work or strikes. So always visit the website of the train company to see what they offer.
How much compensation can I get from Delay Repay?
Here’s a full list of what train operators you can claim Delay Repay from, how much you can claim back and the links for their specific Delay Repay forms.
Delay Repay 15
Percentage of single ticket refunded based on delay duration
15-29 mins | 30-59 mins | 60-119 mins | 120+ mins |
|---|---|---|---|
25% | 50% | 100% | 100% |
Many train operators offer Delay Repay from your train journey being delayed by 15 minutes. These include:
Delay Repay 30
Percentage of single ticket refunded based on delay duration
15-29 mins | 30-59 mins | 60-119 mins | 120+ mins |
|---|---|---|---|
N/A | 50% | 100% | 100% |
There are some train operators who sadly don’t compensate for 15-29 minutes, but they do still compensate for delays over 30 minutes. These include:
Is Transport for London part of Delay Repay?
Transport for London, which includes the London Underground, does pay out compensation however they have some additional terms which means they don’t have to give refunds for delays outside of their control, including strikes and bad weather. Check out their website for your specific situation.
Can you claim compensation for trains in Northern Ireland?
If you’re in Northern Ireland, you can find out how to claim for a delay on the Translink website.
Can I claim through Delay Repay if I have a season ticket?
Most season ticket holders can claim a percentage of their weekly, monthly or annual ticket back through Delay Repay if they experience a delayed journey. However some train companies don’t offer this, even though they do offer Delay Repay on other types of ticket – again it’s best to check with the company.
If you have a bunch of delayed journeys, this could count as ongoing poor performance from the train company and means you could get an additional discount when you renew your season ticket.
Again, check the website of your train company for their refund policy and info on how to claim. There’s an online tool called Recent Train Times that can help you keep track of delays on your route so you’re able to claim all the compensation you’re owed.
Making A Claim
How do I make a Delay Repay claim?
To make a Delay Repay claim, you just need to:
- Visit the train company’s website (we’ve linked them all above!)
- Find the online form for delay repay applications
- Have a photo or screenshot of your ticket handy as you’ll probably be asked to upload it
You can also write a letter, including your paper tickets if you have them, although it’s worth making copies just in case the letter gets lost.
Is there a deadline for making a claim?
It’s a good idea to claim within 28 days, although some train companies will allow longer. You’re best checking the specific terms with the train operator you travelled with.
How will I receive my Delay Repay compensation?
Some companies may want to give you vouchers for future travel but don’t have to take them. You can insist on having the money refunded if that’s what you want – it could be in the form of a bank transfer or cheque too.
Extra Details
What if my train company isn’t part of Delay Repay?
Check to see if the train operator offers their own compensation scheme, but you can still make a claim thanks to a set of rules called ‘National Rail Conditions of Carriage’ which sets out the minimum compensation that train companies should offer. Many companies do pay more than this (through schemes like Delay Repay) but if your train company isn’t part of that scheme then this is the route to take.
Can I claim back additional costs from my delayed journey?
If we’re lucky, a delayed journey just means we’re a little late home or to a meeting. In other situations, it can mean a missed flight, an expensive taxi, or in Chelsea’s case recently, missing out on a visit to Halifax Christmas Market!
If you end up shelling out on extra expenses to reach your destination, then you could make a claim according to the Consumer Rights Act. If it’s found that the train company hasn’t used ‘reasonable care and skill’ in delivering its service, then you’ll be entitled to compensation. Which? has some useful guidance on what this means and how you can prove it happened to you on your journey.
However, there sadly aren’t the same hard and fast rules for this like there are for delayed and cancelled flights, and so this type of compensation isn’t a given. If you have annual travel insurance, or are on your way to or from a holiday that’s covered, you may be able to claim these additional costs so make sure you check what your policy covers.
What if I don’t travel because my train is delayed or cancelled?
If your train is delayed or cancelled and so you choose not to make the journey, you can get a refund from the retailer and you won’t have to pay any administration fees.
If you bought your ticket directly from a train company, you should apply to them for the refund. If you bought from a third party like trainline, you should get in touch with them, and if you bought from a ticket machine at a station, the paper ticket should have the details on it on how to get a refund.
What if I am not happy with how my claim is handled?
If you aren’t satisfied with the response or compensation that you get, you can contact the Rail Ombudsman, which investigates complaints about train companies. The train company must rectify your issue if the Rail Ombudsman finds them to be the ones at fault.
Claim What You’re Owed for Travel Delays With Delay Repay
We know it’s a bit of extra admin, but if you’re delayed on your journey, it is worth putting in a claim to your train company and getting some compensation. Remember, most train companies will give you some money back for a delay of 15 minutes or more, which can help take the sting out of your disrupted journey. Plus if you have a season ticket and experience frequent delays, you could get a further discount when you renew it.
