Delay Repay - How to claim compensation for train delays and cancellations

Approximately 7.6 million compensation claims were processed for train delays and cancellations between 1st April 2023 and 31st March 2024, according to the latest annual figures from the Office of Rail and Road. The figure marks a 30% increase on the previous year, with 82.9% of the claims being approved. The train operators receiving the largest number of claims include Avanti West Coast (411,136), Great Western Railway (380,343), Govia Thameslink Railway (278,683), London Northeastern Railway (209,454) and Southeastern (161,996).

In this article, we explain how you can check whether you qualify for a refund for train delays and cancellations and whether you can claim any compensation.

Can I get a refund on train tickets?

If your train is delayed or cancelled and you decide not to travel, you can usually get a refund for your unused ticket without any fees from the original retailer. If your ticket was purchased from a specific train provider then you can get in contact with them via the 'Find a train company' link on the National Rail website. For tickets bought from self-service vending machines within a train station, check the ticket for details on how to get in touch for a refund.

How to claim compensation if your train is delayed or cancelled

All train operators offer compensation when trains are delayed beyond a certain period of time. They also offer compensation for cancellations, however, the actual amount of compensation varies between train operators and often depends on the type of ticket you have and the length of the delay.

In most instances, to claim a refund, you will need to make it within 28 days of completing your journey and your claim will need to be accompanied by your ticket (or a photo of it) to prove its validity.

What is Delay Repay?

Delay Repay is a scheme that was introduced nationally to compensate passengers for delays. Each train company has its own Delay Repay scheme and you will need to contact them directly in order to make a claim. We have provided a list of the major rail operators below so you can easily navigate to the relevant rail operator compensation scheme.

How much compensation will I get?

The National Rail Conditions of Travel outlines the minimum compensation offered through a train company’s Passenger’s Charter. However, most companies pay more than the minimum and also provide compensation for shorter delays. For most schemes, the compensation you are due goes up incrementally and if you are delayed for two hours or more, the compensation is likely to cover the full value of the ticket purchase.

What is the minimum delay in order to qualify for compensation?

The qualifying criteria for each rail operator differs so you should get in touch with the operator via the links below to see if you qualify. Generally speaking, you can only make a claim if you were delayed by at least 15 minutes.

Rail Operators Compensation Schemes

How to check for train delays

If you have been delayed on your journey and you require additional help when filling out your compensation claim then you should take a look at a handy service called Raildar. It has an app for both Apple and Android users and it can help you locate crucial information for your delayed journey, including the train ID and how many minutes your train was delayed by. You can also use the service to track the train you normally travel on as well as a full history of delays that can be filtered by station and date. It means that you don't have to commit to remembering every train that was delayed and how long it was delayed for, saving you time and effort when filling out refund applications.

For more information and help on claiming train delay refunds, listen to Episode 217 of the Money to the Masses podcast where we explain how to claim for train delays.

Article Contents

Can I get a refund on train tickets?How to claim compensation if your train is delayed or cancelled What is Delay Repay?How much compensation will I get?What is the minimum delay in order to qualify for compensation?Rail Operators Compensation Schemes How to check for train delays

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Delay Repay – How to claim compensation for train delays and cancellations

Can I get a refund on train tickets?