How to claim Delay Repay on UK trains: A complete guide to getting your money back

Know your rights: What is Delay Repay

If your journey is disrupted, you are entitled to compensation through the 'Delay Repay' scheme. Unlike older systems that relied on your ticket being delayed by a specific amount of time compared to the original timetable, Delay Repay generally applies regardless of the cause of the delay, provided it was within the train operator's control or even if it was caused by infrastructure failures.

The core principle is simple: if you arrive at your destination late, you get money back. Most UK train operating companies now offer compensation for delays of 15 minutes or more, though some still start the threshold at 30 minutes. You should check your operator's specific Passenger Charter to confirm their exact policy.

The compensation thresholds

The amount you can claim depends on the length of the delay relative to your scheduled arrival time

Generally, if you are delayed by 15 to 29 minutes, you can expect 25% of the cost of that leg of your journey. A delay of 30 to 59 minutes usually earns you 50% of the ticket price. If your train is delayed by 60 minutes or more, you are entitled to a 100% refund for that specific journey leg. For those with season tickets, the calculation is different: the value of your ticket is divided by the number of journeys typically made in that period to determine a 'daily' cost, upon which the percentage refund is applied.

How to file your claim

To claim, you must submit your request within 28 days of the delay

While some operators may offer a longer window, 28 days is the standard industry minimum. You will need to provide your original ticket, a copy of your smartcard receipt, or a printout of your booking confirmation. If you used a contactless card, you should provide the bank statement or payment history showing the transaction.

Do not wait for the operator to contact you; the onus is entirely on the passenger to initiate the claim. Most claims are now handled via online portals on the operator’s website, which is faster than submitting paper forms. Ensure you take a screenshot of your submission confirmation, as this acts as your receipt should the claim go missing.

What to do if your claim is refused

If your claim is rejected, do not accept the initial decision if you believe it is unfair

First, request a written explanation from the train company's customer service department. If they persist in refusing, you can escalate the matter to the Rail Ombudsman. This service is free and independent. Before escalating, you must have followed the train company’s formal complaints process. Keep a detailed log of all correspondence, including dates, names of staff you have spoken to, and the reference numbers provided.

If the Ombudsman finds in your favour, the train operator must comply with their decision. This process is designed to prevent operators from dismissing legitimate claims, so maintain a record of your journey and the delay duration to strengthen your position.