Delay Repay

If your upcoming train trip experiences a delay or cancellation, you could qualify for Delay Repay compensation from the train operator responsible for the disruption.

What is Delay Repay?

Delay Repay is a nationwide program utilised by train companies to reimburse passengers for unforeseen disruptions to their services. If you reach your destination later than scheduled due to a delay or cancellation of a National Rail service, you are eligible to receive Delay Repay compensation. The specific compensation criteria vary depending on the train operator you are traveling with; typically, compensation can be claimed for delays of either 15 minutes or 30 minutes.

The delay is measured against the regular timetable or an advanced notice of a modified timetable, such as during scheduled engineering works on weekends. Regardless of the cause of the delay, you have up to 28 days after your journey to submit a compensation claim.

What train companies provide Delay Repay compensation?

In the United Kingdom, the below-listed train operators provide a Delay Repay program:

What amount does Delay Repay offer?

UK train operators implement various compensation schemes, all of which allow you to claim compensation when your train is delayed by the specified duration. The compensation amount is typically determined by factors such as the extent of your delay upon reaching your destination, the fare of your ticket, and the type of ticket used. For instance, holders of Weekly Season Tickets receive different compensation compared to those with Off-Peak Day Single or Return tickets.

As per the National Rail Conditions of Travel, which establish the minimum standards for train companies, passengers must be provided with at least one form of monetary compensation for a delayed train. This can include options such as a bank transfer, cheque, refund, or rail vouchers. For further details on the Delay Repay policy of the train operator you plan to travel with, please refer to their Passenger’s Charter.

What are the requirements for claiming Delay Repay?

To claim Delay Repay, you’ll usually need to fill in a claim form on the train company’s website. This needs to be done by you directly with the Train Operator, as this can not be processed through Trainline.

When can I claim?

Based on the train operator your journey is with, you are eligible to apply for Delay Repay if your train is late by either 15 or 30 minutes. A delayed train typically refers to a service that is operating behind the scheduled and advertised timetable. Compensation is typically not provided during periods of scheduled engineering works or when substitute bus services are in operation.

Am I entitled to compensation if my train gets canceled?

Certainly, you are eligible for compensation if you opt to proceed with your travel using an alternative train. Delay Repay reimbursement is determined by the delay to your entire journey. Therefore, if a cancellation results in a delay of more than 15 or 30 minutes to your overall journey, you qualify for Delay Repay compensation.

If I choose to discontinue my journey due to disruptions, would it be appropriate to apply for Delay Repay compensation?

If you decide not to board the train due to disruptions, you should seek a refund for any portion of your ticket that remains unused, rather than claiming Delay Repay. The refund must be requested within 28 days from the expiration date of your train ticket. For such cases, kindly send your request via email to trainlinesupport@roomex.com. Please ensure to hold on to your ticket, as Trainline may request for this to be posted to them before proccessing a refund.