Train Journey Delayed: Claim Via Delay Repay

A number of train companies run a scheme – usually called Delay Repay – to compensate passengers whose journey has been delayed.

Typically, the compensation for length of delay is:

  • More than 30 minutes:
    • Single ticket: 50% refund
    • Return ticket: 25% refund
  • More than 1 hour:
    • Single ticket: 100% refund
    • Return ticket: 50% refund
  • More than 2 hours:
    • Return ticket: 100% refund

Perhaps you wonder whether it is worth claiming the refund, or think it is difficult to make a claim?

I can only say from my own experience that over the past few years the refunds from Delay Repay have paid for quite a number of my journeys.  In 2012 approximately 13% of my journeys were delayed by 30 minutes or more.  At 50% refund on each single ticket I reclaimed about 6.5% of my travelling costs.

Let’s take an example: if you were to buy a 2015 season ticket between Brighton and London it will set you back £4,304.  A 6.5% refund amounts to £279.76, which would seem to be a sum worth having.

Making a claim is relatively straightforward:

  1. Make sure you keep your ticket as proof of your journey.  Beware: At the end of your journey do not use the electronic barriers to exit the platform.  It keeps tickets for completed journeys, meaning that proving you were on a delayed train is much more difficult.
  2. Scan your ticket in to your computer.
  3. Fill out the online form on your train operating company’s website, attach the scan of your ticket and submit the form.  You must do this within 28 days of your journey.
  4. National rail vouchers will be sent to your address, normally within about 3 weeks.  Or if you have an online account with your rail company that can be credited instead.

Alternatively you can also print off the form and send it off in the post.