Delay Repay

Q: When can I claim for a delayed train?

Depending on the train company you'll be travelling with, you can claim Delay Repay when your train is delayed by more than 15 or 30 minutes. A delayed train is usually when your train service is running behind the planned, advertised timetable. Compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used.

Q: Will I get compensation if my train is cancelled?

Yes, if you decide to continue your journey on an alternative train. Delay Repay compensation is based on the delay to your overall journey, so if a cancellation delays your overall journey by more than 15 or 30 minutes, you will be entitled to Delay Repay.

Q: If I abandon my journey due to disruption, should I claim Delay Repay compensation?

No, if you don't take the train due to disruption, you should claim a refund for any unused part of your ticket and not Delay Repay. You must claim the refund within 28 days of your train ticket's expiry date. Visit our help guide to refunds for cancelled trains for more information.

Q: What if I miss a connection because my train's delayed?

If your journey is split between two different trains, and the first is delayed so you miss the second one, you can wait and get the next available train operated by the same train company free of charge, as long as the entire journey is booked under one ticket. Speak to a member of staff on the delayed train or at the next station and they can help you get your journey back on track.

Q: Can I claim Delay Repay if I used an Oyster Card?

Yes. Whether you've travelled on National Rail using pay as you go or a Travelcard on an Oyster card, you can claim compensation for delays and cancellations according to the relevant train company's policy. To do this, you’ll need to include a copy of your journey history with your claim – you can get it from any London Underground station, London Overground station or Oyster ticket stop. If your Oyster card is registered, you can also get this online by logging into your account on the TfL website.

Q: How does Delay Repay affect my rights under the Consumer Rights Act?

The Delay Repay scheme does not in any way limit or exclude your legal rights under the Consumer Rights Act 2015. Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of a train company's failure to provide the expected service. Read the Consumer Rights Act document provided by National Rail for more information.

Q: What is the Passenger’s Charter?

The Passenger’s Charter is a document that sets out what you should expect when you travel with a train operator, how you can claim compensation if your train is delayed and how you can contact them.

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What is Delay Repay?

Delay Repay tracks the delay of your train automatically and tells you when you’re eligible for compensation. It removes the guesswork by monitoring your journey in real-time and alerting you if you’re owed money – making the claiming process simpler, clearer and much harder to miss*.

You can get notified when you're eligible for Delay Repay compensation through the Trainline app.

If a delay occurs during your journey, we’ll automatically track your compensation, so you don’t miss out.

Once your journey is complete and we know you can make a claim, we’ll remind you with a push notification or email.

You’ll be able to check all the details and click straight through to the operator’s website to submit your claim.

When am I eligible?

Delay Repay is available to those with a Flexible ticket or an Advance ticket for single-leg trips. It’s not available through our app for open returns and Season Tickets.

During a delay, if you choose to abandon your journey, you should claim a refund for any unused part of your ticket within 28 days of your ticket’s expiry – as Delay Repay will no longer be possible.

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.

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.

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 

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When can I claim for a delayed train?

Will I get compensation if my train is cancelled?

If I abandon my journey due to disruption, should I claim Delay Repay compensation?

What if I miss a connection because my train's delayed?

Can I claim Delay Repay if I used an Oyster Card?

How does Delay Repay affect my rights under the Consumer Rights Act?

What is the Passenger’s Charter?

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.