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How to claim

You can find out if your train operator offers Delay Repay and make a claim by clicking the links below.

When submitting your claim, you will need to provide: a copy of your ticket or proof of purchase, the stations you travelled to and from and the time and date of travel.

What is Delay Repay?

Delay Repay is the name of the compensation scheme operated by most train companies. There are two forms of Delay Repay:

• Delay Repay 30: passengers can claim 50 per cent of the cost of a single journey if delayed between 30 and 59 minutes.

• Delay Repay 15: passengers can claim 25 per cent of the cost of a single journey if delayed between 15 and 30 minutes.

Passengers can also claim compensation for longer delays - up to the full cost of the ticket. Delay Repay also applies to season tickets.

FAQs

1. How long do I have to make my claim?

Delay Repay claims must be submitted within 28 days of your journey date.

2. How will my compensation be paid?

Delay Repay compensation can be paid using different methods such as bank transfer, cheque or Rail Travel Vouchers. Some operators pay compensation automatically.

3. How much compensation am I entitled to under Delay Repay?

The amount of compensation due depends on the operator you travelled with, the value of the ticket and the length of the delay. Check your train operator’s Passenger Charter or website for details.

4. What if I was delayed on a journey with more than one train operator?

If you travelled with more than one train operator, your claim should be submitted to the operator that caused the delay. For example, if your journey involves three legs and you are delayed on the second leg causing your overall journey to be delayed, your claim should be submitted to the operator that ran that service.

5. What if my train is cancelled?

If the train you intended to travel on is cancelled and you take a later service, the train operator will calculate Delay Repay compensation based on the time you intended to travel. If your train is cancelled and you decide to abandon your journey, you are entitled to a full refund of your ticket. This claim should not be submitted via a Delay Repay form – instead contact the company that sold you the ticket.

6. What if I travelled with a train operator that does not operate Delay Repay?

Train operators that don’t offer Delay Repay will have an alternative compensation policy. It may have a different minimum length of delay to qualify and it may not pay out if the delay or cancellation was caused by something outside of its control. Check your train operator’s Passenger Charter or website for details.

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