Compensation for Delays

If the train journey you are making, or have booked to make, is delayed or cancelled you may be entitled to a full refund from the retailer of your ticket, or compensation from the train company that caused the delay. 

Refund or Compensation – What’s the difference?

When is it a Refund?Photo of cash​​​​​​​
If your train is delayed or cancelled and you choose not to travel, your unused ticket can be refunded without any fees by the original retailer.

When is it Compensation?
If you are travelling and experience a delay arriving to your destination due to a cancelled or delayed service, you may be able to claim compensation from the train operating company you are travelling with.

Compensation will depend on:

•    Which train company you are travelling/have travelled with
•    Type of ticket you have
•    Length of the delay in arriving at your destination

Your Train Company Different train companies have different compensation schemes, but all will allow you to claim when you are delayed.
Your Ticket Compensation is based on what you have paid so may be calculated differently depending on the type of ticket you have used, e.g. a 7-Day Season Ticket will not have the same compensation award as an Off-Peak Day Single, or a Rover ticket
Your Delay Train companies will have a compensation threshold for when they are liable to pay compensation. Each train company will let you know what their threshold is in the Passengers’ Charter, available on their website.

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​​​​​​​Please see our Frequently Asked Questions for more detailed information about your rights and for individual train company policies.​​​​​​​

Delay Repay

 

Delay Repay is a nationwide scheme that makes it easier for you to get compensation for delayed rail journeys. If you are delayed when you travel on a participating National Rail service, you can claim Delay Repay.

The delay is calculated against either the normal timetable, or an amended timetable that is published in advance (for example during planned engineering works at weekends) and it doesn’t matter what caused the delay, you can claim.

Click the logo of the train company below for more information on Delay Repay and compensation.

Personalised Travel Information

 

To get personalised up-to-date travel information directly via Facebook Messenger, or WhatsApp, simply sign up to Alert Me.

You can use it to find out whether you are eligible for compensation and for alternative routes during periods of disruption.

Find out more on the Alert Me page.

Photo of British currency coins​​​​​​​

Claiming Compensation for delays

 

You can find information on train delay compensation, including Delay Repay, and how to claim for your delayed rail journey on a train company’s website by clicking on their logo  in the 'Train Operating Companies' panel below.

Most claims can be made online with an uploaded image of your ticket, or by obtaining a form from a staffed station, enclosing the ticket and posting it back to the operator.

Some train companies allow customers to register their season ticket online to make future claims quicker and easier.

I have a Rover/Ranger ticket that allows multiple journeys within an area. How do I claim compensation?

 

In essence, there is not a lot of difference between holding a point-to-point ticket such as an Off-Peak Day Return and a geographically defined ticket like a Rover. If your ticket is valid for a journey and you are delayed on that journey beyond the compensation trigger for the train company you are travelling with, you are entitled to claim compensation. 

As Rover and Ranger tickets are valid for multiple journeys, the way compensation is calculated for them is slightly different.

STEP ONE:

The compensation is based on the fare of an equivalent Anytime or Off-Peak ticket for the journey you have made (depending on the validity of the Rover or Ranger held) then paid in line with normal compensation thresholds:

  • 12.5% of an Anytime Day Return fare for 15-29 minutes delay;
  • 25% of an Anytime Day Return fare for 30-59 minutes delay;
  • 50% of an Anytime Day Return fare for 60+ minutes.

The amount that results from step one above is capped up to a maximum as calculated in step two:

STEP TWO

Compensation is then divided by the number of days validity of a Rover - in other words a 14 day Rover is divided by 28 'Singles' and then compensation calculated accordingly.

  • 25% of 1/28 for 15-29 minutes delay;
  • 50% of 1/28 for 30-59 minutes delay;
  • 100% of 1/28 for 60+ minutes delay

So, if you had a Rover ticket that cost £50 and is valid for 3 days, that equals 6 journeys @ £8.34 per journey. If the journey you are making is delayed by 22 minutes, triggering compensation. the compensation you would be paid is £2.09 (25% of £8.34). 

Compensation claims must be made of each individual journey you are delayed on, and the same ticket details used for each claim. 

Why are Rover and Season Tickets calculated differently?

 

Season Tickets are valid for multiple days, and for unlimited journeys at any time of day, between two points, or within a defined geographical area. Because of the flexibility they offer, Season Tickets are mostly bought and used by commuters traveling to and from their place of work. The value of a Season Ticket is calculated against travelling 5 days per week, or multiples thereof (in the case of monthly or longer Season Tickets), at Anytime, so when calculating compensation, we divide the value of the Season Ticket against this formula;

  • 7-Day Season Ticket = 10 single journeys
  • Monthly Season Ticket = 40 single journeys
  • Annual Season Ticket = 464 single journeys

Rover tickets are created for and used by leisure travelers who are more likely to travel each day that their Rover is valid for. For that reason, we base the number of single journeys in compensation calculations on the actual number of days it is valid for, rather than the number of days it is likely to be used for. 

Train Operating Companies

 

c2c CrossCountry Caledonian Sleeper  Chiltern Railways  TfL Rail Gatwick Express Grand Central Great Northern GWR Great Western Railway Greater Anglia Heathrow Express Hull Trains LNER London North Eastern Railway London Northwestern Railway London OvergroundMerseyrail Northern ScotRail Southeastern Southern SWR South Western Railway Stansted Express Thameslink TransPennine Express Transport for Wales Trafnidiaeth Cymru West Midlands Railway

National Rail Conditions of Travel

 

The National Rail Conditions of Travel outlines the minimum offered through an Operator's Passengers' Charter, but in practice the vast majority of Operators pay more than that, or when you have incurred a shorter delay. 

You can download the National Rail Conditions of Travel at the link below:

We are here to help you on your journey and to get you back on track. You find more information on helping you stay informed when there is disruption to your journey, and sign up for automatic alerts about delays and disruption via Facebook Messenger or WhatsApp on our Travel Tools & Alerts page.  You can tweet us too at www.Twitter.com/nationalrailenq.

Further Information

 

For more information on compensation, including Season Ticket renewal discounts and Void Days (selected train companies only), click here

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Last updated:   22 June 2022