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How to claim train delay compensation

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In short. Check your train operator's Delay Repay scheme, claim online within 28 days with your ticket details, and receive 25% to 100% of the fare back depending on how late you arrived — season ticket holders claim a pro-rata amount.

Delay Repay is a national compensation framework, but each train company sets its own thresholds and claim form. Most operators compensate from 15 or 30 minutes late. Keep your ticket and note the scheduled and actual arrival times.

Last reviewed:

·Estimated time: 20 min

The steps

  1. 01

    Check whether your journey qualifies

    Find your train operator's Delay Repay rules on its website or at National Rail. Most schemes cover delays of 15 minutes (25% compensation) or 30 minutes (50% compensation), with 60 minutes or more often qualifying for a full refund. Cancellations where you still travel on an alternative service may also qualify.

    Official link →

  2. 02

    Gather your ticket and journey details

    You need your ticket type (advance, off-peak, season), booking reference or photocard number, date of travel, origin and destination stations, and the scheduled versus actual arrival time. Screenshots from train-tracking apps help but are not always accepted alone.

  3. 03

    Submit your claim within 28 days

    Most operators require claims within 28 days of the delayed journey. Use the operator's online Delay Repay form, app, or postal claim form. Late claims are routinely rejected regardless of how severe the delay was.

  4. 04

    Calculate compensation for single and return tickets

    Compensation is a percentage of the fare for the affected leg. A 30-minute delay on a £50 return may yield 50% of the single-leg value (£12.50), depending on the operator's formula. Check the operator's worked examples.

    Official link →

  5. 05

    Claim pro-rata for season tickets

    Season ticket holders divide the ticket cost by a set number of journeys (typically 464 for an annual season) to get a per-journey value, then apply the Delay Repay percentage. Some operators cap the number of season ticket claims per year.

  6. 06

    Escalate if your claim is rejected

    If the operator rejects a valid claim, complain through its customer service team first. Unresolved disputes can go to the Rail Ombudsman (free for passengers) or Transport Focus for cross-industry complaints about policy.

    Official link →

Common pitfalls

  • Missing the 28-day deadline is the most common reason for rejection — set a reminder on the day of travel
  • Different operators use 15-minute and 30-minute thresholds — do not assume one operator's rules apply to another
  • Delays caused by events outside the operator's control (such as some weather or trespass incidents) may be excluded — read the force majeure clause

FAQ

Do I get compensation for a cancelled train?
If you could not complete your journey or were delayed beyond the scheme threshold on an alternative service, you can usually claim. If you chose not to travel and received a full refund, Delay Repay does not apply on top.
Can I claim for a delayed connecting train?
Yes, if the overall journey arrived late and you held a through ticket or a valid combination ticket. Explain the connection in your claim and include both legs.
How long does compensation take to arrive?
Most operators pay within 10 working days of approval, usually as rail vouchers, bank transfer, or cheque. Check your operator's current payment method when you submit.
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