Delay Repay: how to get compensation for train delays

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Thameslink and Great Northern offer Delay Repay

Thameslink and Great Northern are now offering automatic Delay Repay compensation if their train is delayed by 15 minutes or more.

The new system will be rolled out to the Southern and Gatwick Express network, part of parent company Govia Thameslink Railway, in the coming weeks. Good news for those facing major delays and strike action.

In the meantime, here’s what you need to know about the Delay Repay scheme and which train operators offer it.

How does Delay Repay work?

Delay Repay gives you compensation if your journey is delayed by a certain time, no matter what the reason.

Most passengers will be able to claim if they’ve had a journey delayed, but normally have to submit a claim manually and wait for compensation.

But with Thameslink and Great Northern, you can get automatic compensation as long as you register for a Key Smartcard. The Key Smartcard works in exactly the same way as a contactless or Oyster card in that you tap in and out of the ticket barriers.

The system can pick up delays of 15 minutes or more, sending a claim to your online account automatically.

You can then review the claim to make sure it’s right and confirm how you wish to be paid. You have the option of getting paid by bank transfer, electronic voucher, PayPal, credit or debit card, voucher or cheque.

Operators may try and fob you off with vouchers but you have the right to be paid in cash so make sure you push for it if that’s what you want.

How much compensation will I get?

The amount of money you’ll get comes down to how late your train is.

Some will start offering compensation for delays as small as 15 minutes, while others start at 30.

Train operator	Up to 29 minutes late	30-59 minutes late	60-119 minutes late	120 minutes+ late
C2C	Automatic compensation of 3p for each full minute of delay from two to 29 minutes	50% of single ticket or return ticket portion	100% of single ticket or return ticket portion	100% of single ticket or return ticket portion
CrossCountry	N/A	50% of single ticket or return ticket portion	100% of single ticket or return ticket portion	100% of single ticket price or up to 100% of return ticket price
East Midlands	N/A	50% of single ticket or return ticket portion	100% of single ticket or return ticket portion	100% of single ticket price or 100% of return ticket price
Transpennine Express	N/A	50% of single ticket, 50% of return ticket portion	100% of single ticket or return ticket portion	100% of single ticket or return ticket portion
Greater Anglia	N/A	50% of single ticket or 25% return ticket portion	100% of single ticket or 50% return ticket portion	100% of single ticket or return ticket portion
Great Northern*	15-29 minutes – at least 25% of the single fare paid, or for a return ticket at least 25% of the fare paid for the affected portion	50% of single or return ticket portion	100% of single ticket or 100% of return ticket portion	100% of single ticket or return ticket price
London Midland	N/A	50% of single ticket or 25% of return ticket portion	100% of single ticket or 50% of return ticket portion	100% of single ticket price or 100% of return ticket price
Northern Rail	N/A	50% of the cost of your single ticket or relevant portion of your return ticket	100% of the cost of your single ticket or relevant portion of your return ticket	100% of the cost of your ticket (single or return)
ScotRail	N/A	50% of single ticket or 25% of return ticket portion	100% of single ticket or 50% return ticket portion	100% of single ticket price or 100% of return ticket price
Southern	15-29 minutes – at least 25% of the single fare paid, or for a return ticket at least 25% of the fare paid for the affected portion	50% of single ticket or 50% of return ticket portion	100% of single ticket or 100% of return ticket portion	100% of single ticket price or 100% of return ticket price
Southeastern	N/A	50% of single ticket price or 25% of return ticket portion	100% of single ticket price or 50% of return ticket portion	100% of single or return ticket
South West Trains	N/A	100% of single ticket or 50% of return ticket	100% of single ticket or 50% of return ticket	100% of single ticket or 50% of return ticket portion
Thameslink*	15-29 minutes – at least 25% of the single fare paid, or for a return ticket at least 25% of the fare paid for the affected portion	50% of single ticket or return ticket portion	100% of single ticket price or return ticket portion	100% of single ticket price or 100% of return ticket price
Virgin Trains**	N/A	50% of single ticket or return ticket portion	100% of single ticket or return ticket portion	100% of single ticket price or 100% of return ticket price

*Automatic compensation if passenger has a Key Smartcard

**Compensation is automatic if you have purchased an advance ticket online or through the app

What about season ticket holders?

Again, many companies offer a Delay Repay scheme if you make a claim within 28 days of your delayed journey. Some will give you compensation for the journey in question while others will reimburse you when it comes to renewing your season pass.

The amount you’re paid will be based on the reputation of the company and the percentage of trains that arrived on time.

From season tickets that are split across multiple operators, you’ll only be able to claim compensation from one company per season ticket.

What you need to do

It’ll vary between train providers, but the general protocol is to head to the company website and fill out a Delay Repay compensation form within 28 days. There’ll be an address on the form so that you know where to post it. To help things along, attach the original ticket or a payment receipt if you’ve lost the original.

Season ticket holders should follow the same procedure but attach a copy of their season ticket and photocard instead.

You’ll get a response in up to 20 working days.

Thameslink and Great Northern have started offering automatic Delay Repay compensation, meaning that passengers can claim for delays of 15 minutes or more, whatever the reason.