Your train is delayed. You arrive at work late, miss an appointment, or miss a connection. Under the Delay Repay scheme, you may be entitled to compensation — even if the delay was only 15 minutes. This guide explains how it works, what you can claim, and how to get your money back.
What Is Delay Repay?
Delay Repay is the UK rail industry’s standard compensation scheme. If your train arrives at its final destination late, you can claim a refund based on how long the delay was. The scheme is simple:
| Delay at Final Destination | Refund Amount |
|---|---|
| 15+ minutes | 25% of ticket price |
| 30+ minutes | 50% of ticket price |
| 60+ minutes | 100% of ticket price |
This applies to single or return journeys. For return tickets, you can claim for the delayed leg only.
Delay Repay 15: The New Standard
Most UK train companies now use Delay Repay 15, which means you can claim from a 15-minute delay. Previously, many companies only paid out after 30 minutes. Delay Repay 15 is now the minimum standard across the industry.
Companies using Delay Repay 15 include:
- Avanti West Coast
- LNER (London North Eastern Railway)
- Great Western Railway (GWR)
- Southern, Thameslink, Great Northern (Govia Thameslink Railway)
- Southeastern
- CrossCountry
- London Northwestern Railway
- c2c
- Greater Anglia
- Chiltern Railways
Always check your specific train company’s website — some may have slight variations in how they apply the scheme.
Who Qualifies for Delay Repay?
You can claim if:
- Your train arrived at the final destination 15+ minutes late
- The delay was at least partially caused by the train company or Network Rail
- You held a valid ticket for the journey
- You claim within 28 days of the delay
What Counts as a Qualifying Delay?
- The train company caused the delay (driver shortage, train fault, crew issues)
- Network Rail caused the delay (infrastructure failure, signalling problems, track issues)
- A combination of both
What Does NOT Qualify?
- Severe weather (storms, flooding, extreme snow) — though this is debated
- Passenger incidents (someone on the track, medical emergency)
- Security alerts or police activity
- Industrial action (strikes — though some companies offer ex-gratia payments)
Important: If you’re unsure whether the delay qualifies, claim anyway. The train company decides — not you. Many people miss out because they assume they won’t qualify.
How to Claim Step by Step
Step 1: Check the Delay Reason
Before claiming, check whether the delay was the train company’s fault or Network Rail’s. Most train companies list delay information on their website or app.
Step 2: Keep Your Ticket or Receipt
You need proof of travel. Accepted evidence includes:
- Paper ticket
- E-ticket confirmation email
- Contactless or smartcard journey history
- Booking confirmation from the train company or retailer
If you’ve lost your ticket, you can still claim if you can prove you travelled — e.g., bank statement showing the purchase, or smartcard records.
Step 3: Submit Your Claim
Most train companies have an online claims form. Some accept claims by post. You’ll need:
- Your journey details (date, time, train number)
- Your ticket type and price
- Your payment details (for reimbursement)
Step 4: Wait for a Response
Train companies typically respond within 2-4 weeks. Payment is usually made by BACS transfer or cheque.
Claiming for Cancelled Trains
If your train is cancelled entirely, you can claim a full refund — not just Delay Repay. A cancellation is treated as a 60-minute delay for compensation purposes, but you can also claim a full refund of your ticket price.
What You’re Entitled To
| Situation | What You Can Claim |
|---|---|
| Train cancelled | Full refund + Delay Repay 100% |
| Train cancelled, you chose not to travel | Full refund |
| Train cancelled, you rebooked | Delay Repay based on actual delay |
Tip: If your train is cancelled and you’re offered a replacement bus service, the journey time on the bus counts toward the delay. If the replacement makes you 30+ minutes late, you can claim 50%.
Season Ticket Holders
Season ticket holders get proportionate compensation. You don’t claim per journey — you claim based on the total value of your season ticket and the number of delays.
How It Works
- Keep a record of all delays — date, time, length of delay
- Submit a claim with details of each qualifying delay
- Receive a proportionate refund based on the value of your season ticket
Example:
- Annual season ticket costs 5,000
- You experience 10 delays of 30+ minutes over the year
- Each delay qualifies for 50% of the proportional daily cost
- You could receive approximately 685 (10 x 5,000 / 365 x 0.5)
Tips for Season Ticket Holders
- Set a calendar reminder to submit claims quarterly or annually
- Use a spreadsheet to track delays
- Some train companies allow bulk claims for multiple delays
- Don’t forget to claim for delays on return journeys too
Avanti West Coast Examples
Avanti West Coast operates services between London Euston and the West Midlands, North West England, North Wales, and Scotland.
Example 1: London to Manchester — 25% Claim
- Train delayed by 18 minutes arriving at Manchester Piccadilly
- Single ticket cost 85
- Claim: 25% of 85 = 21.25
Example 2: London to Birmingham — 50% Claim
- Train delayed by 35 minutes arriving at Birmingham New Street
- Return ticket cost 120
- Claim: 50% of 60 (one leg) = 30
Example 3: London to Glasgow — 100% Claim
- Train delayed by 75 minutes arriving at Glasgow Central
- Single ticket cost 140
- Claim: 100% of 140 = 140
LNER Examples
LNER operates services between London King’s Cross and the East Coast main line to Yorkshire, the North East, and Scotland.
Example 1: London to Leeds — 25% Claim
- Train delayed by 20 minutes
- Advance ticket cost 45
- Claim: 25% of 45 = 11.25
Example 2: London to Edinburgh — 100% Claim
- Train delayed by 65 minutes
- Anytime single cost 150
- Claim: 100% of 150 = 150
Great Western Railway (GWR) Examples
GWR operates services between London Paddington and the South West, Wales, and the Thames Valley.
Example 1: London to Bristol — 50% Claim
- Train delayed by 32 minutes arriving at Bristol Temple Meads
- Off-peak return cost 90
- Claim: 50% of 45 (one leg) = 22.50
Example 2: London to Exeter — 100% Claim
- Train delayed by 80 minutes
- Anytime single cost 70
- Claim: 100% of 70 = 70
Which Train Companies Accept Claims?
All major UK train companies participate in Delay Repay. Here is a summary:
| Train Company | Delay Repay Scheme | Online Claims |
|---|---|---|
| Avanti West Coast | Delay Repay 15 | Yes |
| LNER | Delay Repay 15 | Yes |
| Great Western Railway | Delay Repay 15 | Yes |
| Southern | Delay Repay 15 | Yes |
| Thameslink | Delay Repay 15 | Yes |
| Southeastern | Delay Repay 15 | Yes |
| CrossCountry | Delay Repay 15 | Yes |
| Greater Anglia | Delay Repay 15 | Yes |
| c2c | Delay Repay 15 | Yes |
| Chiltern Railways | Delay Repay 15 | Yes |
| London Northwestern Railway | Delay Repay 15 | Yes |
| ScotRail | Delay Repay 30 (15 for some routes) | Yes |
| Transport for Wales | Delay Repay 15 | Yes |
| Northern | Delay Repay 15 | Yes |
Note: ScotRail is transitioning to Delay Repay 15 on more routes. Check their website for the latest information.
Template Claim Letter
If you prefer to claim by post, use this template:
Dear [Train Company] Delay Repay Team,
I am writing to claim compensation under the Delay Repay scheme for the following delayed journey:
- Date: [date]
- Train: [train number and time]
- Route: [departure station] to [arrival station]
- Ticket type: [type]
- Ticket price: [amount]
- Arrival delay: [minutes] minutes
I held a valid ticket for this journey and arrived at my final destination [X] minutes late.
Under Delay Repay, I am entitled to a [25/50/100]% refund of my ticket price, totalling [amount].
Please make payment to:
- Name: [your name]
- Address: [your address]
- Account: [sort code and account number]
I enclose a copy of my ticket/receipt as proof of purchase.
Yours sincerely, [Your name]
Time Limits for Claims
| Train Company | Time Limit |
|---|---|
| Most companies | 28 days from the delay |
| Some companies | Up to 6 months |
| Season ticket claims | Up to 28 days after the season ticket expires |
Always claim within 28 days to be safe. Some companies reject late claims even if their own rules allow longer.
What If Your Claim Is Rejected?
Train companies sometimes reject claims for reasons that may not be valid. Common reasons include:
- “The delay was caused by exceptional weather” — challenge this if the weather was not severe
- “The delay was under 15 minutes” — check the official arrival time at the final destination, not intermediate stops
- “You did not hold a valid ticket” — if you had a ticket or can prove you travelled, challenge this
How to Escalate
- Complain to the train company — use their formal complaints process
- Contact Transport Focus — the independent passenger watchdog
- Use the Rail Ombudsman — if the train company’s response is unsatisfactory
- Small claims court — as a last resort for larger amounts
Frequently Asked Questions
Can I claim if my train was delayed but I got off before the final destination? Yes, you can claim based on the delay at the station where you alighted, provided it was 15+ minutes late.
Can I claim if I used a railcard? Yes, the refund is calculated on the discounted price you paid, not the full fare.
Can I claim for delays on a replacement bus service? Yes, if the replacement bus makes you 15+ minutes late at your destination.
Can I claim if I travelled on a different train due to the delay? Yes, you can claim for the delay to your original service even if you rebooked.
What if the train company says the delay was “outside their control”? Challenge this. Ask for specific evidence of the cause. Many delays attributed to “exceptional weather” or “passenger incidents” may still qualify.
Summary
- Delay Repay 15 means you can claim from a 15-minute delay
- 15 minutes = 25%, 30 minutes = 50%, 60 minutes = 100%
- All major UK train companies participate
- Season ticket holders can claim proportionate refunds
- Keep your ticket or receipt and claim within 28 days
- Escalate to Transport Focus or the Rail Ombudsman if your claim is rejected