Train Delayed? Claim Back Your Ticket Cost with Delay Repay

Delayed trains are frustratingly common in the UK. But here's the thing: you're almost certainly owed money back, and most people never claim it. Here's how to get every penny.

Delay Repay: Your Money Back

Most train companies operate Delay Repay schemes. If your train is delayed, you can claim back part or all of your ticket cost.

Delay Repay 15

Some operators offer compensation from just 15 minutes late:

15-29 minutes late: 25% of single fare
30-59 minutes late: 50% of single fare
60+ minutes late: 100% of single fare

Standard Delay Repay

Most operators compensate from 30 minutes:

30-59 minutes late: 50% of single fare
60-119 minutes late: 100% of single fare
120+ minutes late: 100% of single fare

For return tickets, compensation is calculated on half the ticket price (the single journey affected).

Which Operators Offer Delay Repay 15?

As of 2025, operators with the more generous 15-minute threshold include:

Avanti West Coast
C2C
Chiltern Railways
Greater Anglia
Great Western Railway
Hull Trains
LNER
Southeastern
TransPennine Express
West Midlands Railway

Check your operator's website for their specific policy.

How to Claim

Step 1: Keep Your Ticket

You'll need proof of your journey. If you have a paper ticket, keep it. For digital tickets, screenshot or save to your app.

Step 2: Note the Delay

Record your scheduled arrival time versus actual arrival time. Apps like Trainline show this automatically.

Step 3: Submit Your Claim

Most operators have online claim forms. You'll need:

Your ticket or booking reference
Date and time of travel
Scheduled and actual arrival times
Your bank details for payment

Step 4: Deadline

Most operators require claims within 28 days of travel. Don't wait - submit as soon as you're delayed.

Cancelled Trains

If your train is cancelled:

You can claim a full refund if you didn't travel
If you took an alternative route, you can claim the delay based on your actual arrival time
If you took a taxi or other transport, keep receipts to claim back reasonable costs

Season Ticket Holders

If you have a weekly, monthly, or annual season ticket, you can still claim for individual delays. The compensation is calculated based on the daily cost of your ticket.

For annual tickets: Daily rate = Annual price ÷ 365 (or 260 for 5-day week tickets)

Additional Compensation

Beyond Delay Repay, you might be owed more:

Consumer Rights Act Claims

If delays caused you additional losses (missed meetings, alternative transport costs, etc.), you can claim under the Consumer Rights Act for "consequential losses". This requires a separate claim.

Reasonable Expenses

Train companies should cover reasonable expenses incurred due to their delays, such as:

Refreshments during long delays
Alternative transport if no other train available
Phone calls to inform people of your delay

Keep receipts for everything.

What If They Refuse?

If your Delay Repay claim is rejected:

Step 1: Appeal directly with the train company

Step 2: If still refused, escalate to their formal complaints procedure

Step 3: After 40 working days (or a deadlock letter), complain to the Rail Ombudsman

The Rail Ombudsman is free and their decision is binding on the train company.

Claim Success Tips

Claim every time - Even small amounts add up
Use their apps - Many operators have delay repay built into their apps
Set a reminder - Don't let the 28-day deadline pass
Keep receipts - For any additional expenses
Take photos - Of departure boards, crowded platforms, etc.

When You Can't Claim

Compensation isn't available if:

The delay was due to planned engineering work (check before you travel)
An emergency timetable was in operation
Events were completely outside rail industry control (though this is narrow)

Hidden Compensation

Many people don't know about these:

Cheapest Fare Guarantee

If you paid more than the cheapest available fare, you can claim the difference.

The "Get You There" Policy

If your booked train is cancelled, you can usually take any alternative train, even with a cheaper ticket type.

Take Action

Claim for every delay. Use your train company's app or website, and don't forget to escalate to the Rail Ombudsman if they refuse unfairly.