Train Delay Claims

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Train Delay Claims

Check your train company’s website to find out if they offer Delay Repay (they might call it ‘delay compensation’). You’re legally entitled to compensation of 50% of your ticket price if you get to your destination between 30 minutes and an hour late, or a full refund if you arrive more than 1 hour late.

You’re entitled to compensation for any delay or cancellation that causes you to arrive 15 minutes or more behind schedule, except where delays have been caused by planned engineering works.

How much might I receive?

Season ticket holders (weekly or longer)

To calculate the compensation value of each journey, usually the train company will divide the cost of your season ticket by 464; other period tickets are calculated pro-rata on the same basis. You will need to check the website of the train company you travelled with to be certain.

  • an annual season ticket covers 464 single journeys
  • a six-monthly season ticket covers 240 single journeys
  • a quarterly season ticket covers 120 single journeys
  • a monthly season ticket covers 40 single journeys
  • a weekly season ticket covers 10 single journeys

If you’re delayed by:

  • 15-29 minutes you’re entitled to 25% of the cost of a single journey
  • 30-59 minutes you’re entitled to 50% of the cost of a single journey
  • 60-119 minutes you’re entitled to 100% of the cost of a single journey
  • 120+ minutes you’re entitled to 100% of the cost of a return journey (a full day’s travel)

Day ticket holders

If you’re delayed by:

  • 15-29 minutes you’re entitled to at least 25% of the single fare paid, or if you bought a return ticket at least 25% of the fare paid for the affected portion
  • 30-59 minutes you’re entitled to at least 50% of the single fare paid, or for a return ticket at least 50% of the fare paid for the affected portion
  • 60-119 minutes you’re entitled to 100% of the single fare paid, or for a return ticket at least 50% of the fare paid
  • 120+ minutes you’re entitled to 100% of the cost of the fare paid whether it was for a single or return journey

Can I do the claim myself?

Yes.

You need to apply for compensation online or by post within 28 days of your delayed journey. You will usually receive a response within 20 working days.

Visit the train company website and complete the online, or printed form. You’ll need proof of travel.

Valid proof of travel depends on what type of ticket you have.

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