If the train journey you're going to make was delayed or cancelled, you may be entitled to a Delay Repay compensation from the train company that caused the delay. 

Keen to learn more? Keep reading for more details about how Delay Repay can help you get compensation in case of a delayed journey.

What is Delay Repay?

Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations to their services. If you arrive late at your destination because of a delay or cancellation to a National Rail service, you can claim your Delay Repay compensation. Depending on the train operator you'll be travelling with, you can claim compensation if there's a 15-minute or 30-minute delay to your journey.

The delay is calculated against either the normal timetable or an amended timetable that is published in advance, for example during planned engineering works at weekends. No matter what caused the delay, you can claim compensation up to 28 days after your journey.

Which train operators offer Delay Repay?

In the UK, the following train operators offer a Delay Repay scheme. Read our guide to find each operator's compensation form for delays.

  • Avanti West Coast
  • c2c
  • Caledonian Sleeper
  • Chiltern Railways
  • CrossCountry
  • East Midlands Railway
  • Gatwick Express
  • Grand Central Railway
  • London North East Railway
  • London Northwestern Railway
  • Lumo
  • Merseyrail
  • Northern
  • ScotRail
  • Southeastern
  • Southern
  • South Western Railway
  • Greater Anglia
  • Great Northern
  • Great Western Railway
  • Hull Trains
  • Thameslink
  • TransPennine Express
  • Transport for Wales
  • West Midlands Railway
  • Stansted Express

How much is Delay Repay?

UK train companies have different compensation schemes, but they will all allow you to claim compensation when your train is delayed by the relevant length of time. The amount of compensation may be calculated differently depending on how late you arrived at your destination, the cost of your ticket and the ticket type you have used. For example, if you have a Weekly Season Ticket, you won't get the same compensation as the one you would get if you had an Off-Peak Day Single or Return ticket. Visit our help guide to claiming compensation for a delayed train for more information.

According to the National Rail Conditions of Travel, which set the minimum standards that train companies need to follow, passengers must be offered at least one form of monetary compensation for a delayed train, including a bank transfer, cheque or refund, as well as rail vouchers.

You can check the Passenger’s Charter of the train operator you’ll be travelling with for more information on their Delay Repay policy.

What do I need to claim Delay Repay?

To claim Delay Repay, you’ll usually need to fill in a claim form on the train company’s website. We recommend you have the following information to hand in order to claim Delay Repay effortlessly and ensure you get the right amount of compensation:

  • A scan, photo or screenshot of your ticket, including the barcode if you're travelling with an eticket
  • A scan of your photocard if you're a Season ticket holder
  • Your eticket receipt or booking confirmation displaying your booking reference, journey details and price paid
  • If you no longer have your ticket, a receipt with your journey details, including the price paid.

Why should I claim Delay Repay? 

Did you know that most train travellers don’t like to ask for a refund, even when they’re entitled to? According to our recent survey, the average Brit says they miss out on a total of £1,204.80 per year buying products and services they’re eligible to return or refund.

Over the past 12 months, we have detected over 1 million delayed journeys eligible for refund. But the results of our survey showed that almost half (47%) of Brits have never applied or received train delay compensation and over a quarter (27%) did not know they are entitled to a refund if their train is delayed.   

If you buy Advance tickets with us and your train is delayed, we'll let you know if you're eligible for a refund.

Trainline commissioned One Poll to survey 2,000 adults across the UK between 05/10/2021- 11/10/2021 

Frequently Asked Questions

Read our answers to some of our customers’ frequently asked questions on Delay Repay.

Learn more about Delay Repay and UK train travel

So, now you know all about the Delay Repay scheme. If you want to find out more about train travel in the UK, check out some of our travel guides below.

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