Delay Repay explained: how to claim compensation for train delays

Delay Repay is a nationwide scheme that compensates you in cash if train delays mean you arrive late to your destination. It's available through most National Rail operators and makes claiming compensation simpler than it used to be.

If you arrived late through no fault of your own, you can usually claim regardless of what caused the delay - whether it's a signal failure, bad weather, a broken-down train or a third-party incident. As long as you travelled on a participating service and arrived late, you're entitled to claim.

To be eligible, you'll need to meet three basic conditions:

• You held a valid ticket for the journey. The ticket has to cover the route and date you travelled.
• You completed or started the journey. Delay Repay applies when you travelled and arrived late. It doesn't apply if you choose not to travel due to delays.
• You arrived 15 or more minutes late (or 30 minutes with some operators). This is determined by the time you arrived at your destination, not the time you departed.

How much you get back depends on how late you were and the type of ticket you bought. Here's an example of a standard scale that many Delay Repay 15 operators use:

While these tiers are standard across most operators, they aren't universal. You should always check your operator's Passenger Charter for the exact rates. You can find this through National Rail's Find a Train Company page.

If you hold a Season Ticket, you can claim for arriving late, too - compensation will apply on a pro-rata basis. The value of a single journey is worked out by dividing the ticket cost by the number of journeys it covers. The compensation percentages then apply to that per-journey figure.

For missed connections caused by a delay, the scheme covers you under specific circumstances. You'll need to have allowed adequate time for the connection, and you must hold a single through ticket covering the whole journey - you won't be entitled to compensation if you held two separate tickets.

To claim Delay Repay, you'll need to fill in a short form on your train operator's website and upload proof of your ticket. Keep your ticket and journey details to hand before you start - any screenshots or receipts will help back up your claim.

1. Keep your ticket after travel. Under Condition 33 of the NRCoT, operators must let you hold on to your ticket to make a claim. For paper tickets, keep the physical ticket. For mobile or e-tickets, take a screenshot with the barcode visible and provide a copy of your booking confirmation email.
2. Find the right operator. Claims go to the train company that ran the delayed service, not to National Rail directly. You'll find the Delay Repay form on each respective operator's website.
3. Complete the claim form. You'll need to enter your origin and destination, the scheduled departure time of the service you meant to catch, your ticket type, the price you paid, and your preferred refund method.
4. Upload your proof of purchase. Add a clear photo or scan of your paper ticket, a screenshot of a mobile ticket with the barcode showing, or your booking confirmation. 
5. Submit within 28 days. Condition 33.1 of the NRCoT gives you 28 days from the date of the delayed journey to claim. Some operators may extend this, but don't count on it just in case.

You can also claim by post with most operators, but just keep in mind that you'll usually only receive cheques or National Rail vouchers for these types of claims. For cash compensation, you must apply online. 

You'll usually be repaid by bank transfer, a refund to your original payment card, cheque, or National Rail travel vouchers. The NRCoT requires operators to offer at least one form of monetary compensation alongside vouchers. Some operators offer you the chance to donate your compensation to charity, too. 

Bear in mind that once you've chosen your repayment method, you can't change it afterwards. As for timeframes, operators are required to process repayment within a month of receiving your claim. In exceptional circumstances, such as for major disruption, claims may take longer to process. 

Delay Repay claims can be rejected, often due to a missed deadline, wrong details, or proof that can't be verified. Here's what to avoid:

• Claiming outside the 28-day window. You must submit your claim within 28 days of the date of travel. 
• Your ticket wasn't valid for the journey claimed. Claims are only paid to valid ticket holders for the delayed service.
• The delay couldn't be verified. Operators check and verify claims against their own records of delayed services.
• You entered the wrong service. Always reference the original service you intended to use, not the one you arrived on if you took a different train.
• You claimed from the wrong operator. You must claim from the operator of the delayed service.
• Incorrect or unreadable proof of purchase. Ensure you submit a photo of the correct ticket that clearly shows the date, time and barcode. 
• A pre-published amended timetable was in place. If your service ran to an amended schedule that was published in advance - such as weekend engineering works - there's no compensable delay to claim for.

It's always good practice to double-check the form is correct before clicking submit.