Compensation for Delays


Overview

Each franchised train company has a Passenger's Charter which is a guide to the level of service you can expect to receive when using their stations and their train services.

If your journey is delayed you may be entitled to compensation. The compensation offered depends on the operator you travelled with, ticket type and the length of the delay. Each train company will publish the details of their compensation arrangements within their Passenger's Charter and we have compiled a list of direct links on this page

In addition, the nature of compensation offered will depend on the type of compensatory arrangement that the train company has in place according to their franchise commitment. This has been changed and improved over the years as train company franchises are renewed or replaced.

Most train companies now offer 'Delay Repay' where daily ticket holders as well as weekly, monthly and longer Season Tickets can claim for delayed journeys as and when they occur. A few train companies still operate the original Passenger's Charter formula where the arrangements will differ for holders of monthly and longer Season Ticket holders.

Please retain your train ticket and make a note of your journey as both will be required to support any claim for compensation.


Delay Repay

Delay Repay allows customers to claim for a delay to their service as and when they occur, including all Season Ticket holders. Most claims can be made by obtaining a form from a staffed station, enclosing the ticket and posting whilst often this can also be done online, enclosing a scan of the ticket. Some train companies even allow Season Ticket holders to register their ticket online to make future claims quicker and easier.

Details on how to claim and the provisions that apply, can be found by selecting the website of the Train Operating Company that you travelled with from the list below.

Minimum delay periods apply to all train companies and an 'at a glance' overview is shown below.

 Train Company you travelled with
 Minimum delay minutes for a claim
 Abellio Greater Anglia  30
 Arriva Trains Wales  30
 c2c  30 (2 minutes with Automatic Delay Repay on c2c Smartcard)
 Caledonian Sleeper  30
 Chiltern Railways  30
 CrossCountry  30
 East Midlands Trains  30
 Gatwick Express  30
 Grand Central  60
 Great Northern  30
 Great Western Railway  30 (60 for some journeys)
 Heathrow Connect  30
 Heathrow Express  15
 Hull Trains  30
 Island Line  30
 London Midland  30
 London Overground  30
 MerseyRail  30
 Northern  30
 ScotRail  30
 South West Trains  60
 Southeastern  30
 Southern  30
 TfL Rail  30
 Thameslink  30
 TransPennine Express  30
 Virgin Trains  30
 Virgin Trains East Coast  30

Old style Passenger's Charter compensation applicable to Season Tickets holders

Old style Passenger's Charter still applies to the following train companies:

  • Arriva Trains Wales
  • Chiltern Railways
  • GWR (Great Western Railway)
  • Northern Note: for Season Tickets issued up to 31 March 2016 only. Season Tickets issued from 1 April 2016, when the franchise changed, moved to Delay Repay.
  • South West Trains
  • TransPennine Express Note: for Season Tickets issued up to 31 March 2016 only. Season Tickets issued from 1 April 2016, when the franchise changed, moved to Delay Repay - see note below.

Whilst claiming for delays on daily or weekly tickets remains broadly the same as for Delay Repay detailed above, the formula for Season Ticket holders of one month or longer is different.

Rather than claiming for each and every delay as it occurs, statistics relating to both performance (the number of trains that arrived on time) and reliability (the number of trains that ran without cancellation) are gathered by the train company, independently verified and then measured against the targets set by the Department for Transport. This is measured on a 4-weekly basis and where the train company fails against one or both targets a discount of 5% for each of the failed targets is offered to those renewing their Season ticket.

In addition, on occasions of severe disruption, the train company may choose to totally void the figures for that day (or days) - effectively exclude all of the performance results from any given day(s) and instead offer the customer a whole extra day or multiple days extension to their next renewed Season Ticket. These are known as 'Void Days'.

These statistics are gathered every four weeks by ATOC and the renewal discounts and declared Void Days are published below where you will find the figures for the last 13 periods (equivalent to 52 weeks / 1 year). 

Additional note for TransPennine Express Season Ticket holders
TransPennine Express Season Ticket holders who had their ticket issued to start up to and including 31 March 2016 can elect to either have their renewal discount and/or Void Days entitlement added to their first renewal or request the cash equivalent. Season Tickets issued from 1 April 2016, when the franchise changed, moved to Delay Repay.

Season Ticket renewal discounts and Void Days declared

[Period 1701] - Applies to Season Ticket renewals from Sunday 8 May 2016 until Saturday 4 June 2016 ONLY

[Period 1612] - Applies to Season Ticket renewals from Sunday 13 March 2016 until Saturday 9 April 2016 ONLY.

[Period 1611] - Applies to Season Ticket renewals from Sunday 14 February 2016 until Saturday 12 March 2016 ONLY.

[Period 1610] - Applies to Season Ticket renewals from Sunday 17 January 2016 until Saturday 13 February 2016 ONLY.

[Period 1609] - Applies to Season Ticket renewals from Sunday 20 December 2015 until Saturday 16 January 2016 ONLY.

[Period 1608] - Applies to Season Ticket renewals from Sunday 22 November 2015 until Saturday 19 December 2015 ONLY.

[Period 1607] - Applies to Season Ticket renewals from Sunday 25 October 2015 until Saturday 21 November 2015 ONLY.

[Period 1606] - Applies to Season Ticket renewals from Sunday 27 September 2015 until Saturday 24 October 2015 ONLY.

[Period 1605] - Applies to Season Ticket renewals from Sunday 30 August 2015 until Saturday 26 September 2015 ONLY.

[Period 1604] - Applies to Season Ticket renewals from Sunday 2 August 2015 until Saturday 29 August 2015 ONLY.

[Period 1603] - Applies to Season Ticket renewals from Sunday 5 July 2015 until Saturday 1 August 2015 ONLY.

[Period 1602] - Applies to Season Ticket renewals from Sunday 7 June 2015 until Saturday 4 July 2015 ONLY.

 

Any enquiries regarding these figures should be raised directly with the train company.

If your train company is not shown on any of these documents then it operates a Delay Repay compensation formula for Season Ticket holders.