Delay Repay

 

• Season ticket compensation

  • If you have a season ticket, we’ll compensate you for any individual delayed journeys on our services. A max of two claims per day is possible for season ticket holders. 

  • Season ticket compensation value for each journey

    • Annual cost of ticket divided by 464 

    • Monthly cost of ticket divided by 40 

    • Weekly cost of ticket divided by 10

  • If you have a Season ticket, you can also use Delay Repay to claim compensation if you were unable to travel due to industrial action, if you purchased your ticket from Transport for Wales. Please submit a claim using this form and select ‘Strike Action’ as your reason for the delay.

 

How to claim

All claims for compensation must be received by us within 28 days of completion of your journey. It’s fastest to claim using our online form - see the button below.

You can also fill out a paper form and send by post.

• What do I need to provide to make a claim?

  • Please fill in the online form or paper form to tell us:

    • The date of your journey.

    • The time of the train that was delayed.

    • The origin and destination of your journey.

    • A scan or photo of the tickets purchased for your journey. If you’re unable to provide a barcode ticket screenshot, you can submit a screenshot of your booking confirmation email instead.

    • How you would like to be paid (bank transfer, debit/credit card, cheque, voucher, or a donation to charity)

  • A claim can only be made if you possessed a valid ticket for your whole journey.

• How we’ll compensate you

  • Compensation is paid via the following methods; please let us know how you would like us to pay it to you when you make your claim.

    • Bank Transfer: Payment directly into your chosen bank account. We will ask you to provide the Sort code, Account number and Account name as part of handling your claim via a secure system. 

    • PayPal: You will receive payment into your Paypal account within 48 hours of your claim being processed. This compensation method is only available if applying via our online delay repay form.

    • National Rail travel vouchers: These are valid for twelve months and can be used to pay for rail journeys anywhere on the National Rail network from our ticket offices.

    • Donate to charity: An option to donate your compensation to our selected charity is now available.

• Apply by post

  • Download, print and post your form to claim compensation - download the form.

  • We’ll check your claim against our records and get back to you within 20 working days.

  • You’ll need to send your claim, including proof of travel, within 28 days of your delayed journey.

Please allow 14 days for the refund.

Apply for Delay Repay compensation online

 

FAQs

Questions about whether you can claim Delay Repay or how it works? Have a look at our FAQs.

When does Delay Repay apply?

• I did not travel because of a delay, cancelation or timetable change, can I claim compensation?

  • Under the National Rail Conditions of Travel, if you’ve purchased a ticket and your train is cancelled or delayed, and you choose not to travel, you may return the unused ticket to the original retailer which the ticket was purchased from. You’ll be given a full refund with no administration fee being charged. This applies to all tickets including those which are usually non-refundable.

• I have a Season ticket or Multiflex and my train is often late - can I get compensation?

  • You can claim Delay Repay for any journey made with your Season ticket or Multiflex that was delayed by 15 minutes or more, but you’ll need to make a separate claim for each delayed journey.

  • If you need to claim for multiple delayed journeys, why not create a My Delay Repay Account? This allows you to save your ticket details, compensation method and personal details so you don’t need to enter them each time.

• I travelled on a rail replacement bus, can I claim compensation?

  • Buses can take longer to make a journey than trains. If you've made your journey on a planned rail replacement bus, we'll provide compensation if the bus arrives late, rather than the rail service it has replaced.

  • If you've caught an emergency rail replacement bus that wasn't planned in advance, we'll provide compensation based on the time your train was scheduled to arrive.

• Are there other types of compensation available?

  • Consumer Rights Act (CRA)

  • Where a TRAIN COMPANY has provided a service without reasonable care and skill, and it was their fault, the Consumer Rights Act (CRA) provides you with another way to claim for compensation (which will usually be money).

  • The compensation you get under the CRA could be more than the price of the ticket, but you have to prove it was the TRAIN COMPANY's fault. The CRA does not apply if delays or problems are caused by external events that are not within the TRAIN COMPANY's control, or were caused by a third party.

  • When does the CRA apply?

  • If you are travelling as a consumer, the CRA provides you with certain rights and remedies where a TRAIN COMPANY is at fault, including the right to a price reduction (i.e. money back) where a service has not been carried out with reasonable care and skill. The relevant part of the CRA has applied to rail passenger services since 1 October 2016. For more information about making a claim under the CRA, see https://www.gov.uk/consumer-protection-rights. The CRA does not apply if delays or problems are caused by external events that are not within the TRAIN COMPANY's control, or were caused by a third party. Examples of events outside the TRAIN COMPANY'S control include animals straying onto the line, or bad weather.

  • Can I claim for more than the price of the ticket?

  • Under the National Rail Conditions of Travel, and the Passenger's Charter, only in exceptional circumstances will a TRAIN COMPANY consider claims beyond the price of your ticket. A TRAIN COMPANY is not obliged under its contract to compensate you, but you may have a claim against the TRAIN COMPANY under the CRA. Examples of exceptional circumstances that a TRAIN COMPANY may consider are: If you have purchased and are using a valid ticket and are unable to complete your journey due to disruption, for example if you missed your connection due to a delayed train: TRAIN COMPANIES will, where it reasonably can, provide you with alternative means of travel to your destination, or if deemed necessary provide overnight accommodation or a taxi home for you. A train cancellation means you cannot make your last connection and you are stranded: If the TRAIN COMPANY is unable to make onward travel provisions, and you incur reasonable costs, the TRAIN COMPANY will consider these claims on a case-by-case basis. If you wish to ask the TRAIN COMPANY to consider repayment of reasonable costs you should contact the relevant TRAIN COMPANY directly.

  • How do I ask for compensation above the price of my ticket? 

  • In exceptional circumstances a TRAIN COMPANY, at its discretion, may consider claims for other losses beyond the cost of your ticket. If you wish to ask the TRAIN COMPANY to consider making a discretionary payment, you should write in the first instance to the TRAIN COMPANY at the address which can be found at https://www.nationalrail.co.uk or by calling 03457 484 950. Please note that this does not affect your statutory rights under the Consumer Rights Act (CRA). Please note: You cannot recover compensation for the same loss twice. If you recover money under the no-fault industry refund processes, you cannot claim the same amount under the CRA. But you can still make a claim under the CRA for any loss not recovered through the industry fund process.

  • What other remedies are there for a customer? 

  • The TRAIN COMPANIES have rail industry refund processes that work in parallel with the CRA, details of which are set out in the National Rail Conditions of Travel. What you can claim for, and how much you can claim, is in the National Rail Conditions of Travel - you should also look at the TRAIN COMPANY's Passenger's Charter. If your train is delayed or cancelled, and you do not travel, you can claim for a full refund. If your train is delayed and you do travel, you may be entitled to compensation. The amount of compensation depends on the length of the delay and as agreed in the TRAIN COMPANIES Passenger Charter.

• I am an international Customer, can I still claim?

  • Yes. You can still make a claim for a journey you experienced a delay. Please type in the first line of your address in the postcode field and select your address from the dropdown. If your address is not listed, select ‘My address is not listed, let me enter manually’ and then complete the address fields.

 

How do I apply?

• What do I need to provide to make a claim?

  • We’ll ask you to let us know the date and time of your journey and where it started and finished. 

  • We’ll also need to see your ticket. If you purchased it on our app you can download it, or send us a scan or photo if it’s a paper version. If you booked your journey online and you no longer have your ticket, you can submit a screenshot of your booking confirmation email instead.

• Can I claim on behalf of a group?

  • We recommend that each passenger submits their own claim. However, you can let us know when you’re submitting your claim if you travelled in a larger group and are claiming for multiple passengers.

 

Automatic Delay Repay

• Will I be compensated automatically?

  • If you purchased an Advance ticket to travel on a TfW service (for all or part of your journey) using our website or app, you're covered by our Automatic Delay Repay scheme and you don’t need to submit a claim. Our system will identify if you're delayed by 15 minutes or more and create a claim on your behalf.

• What happens next?

  • If you're delayed by 15 minutes or more, we'll process a claim for you automatically within 24 hours of your journey. We'll then send you an email asking you to confirm the details of your journey. Once you've confirmed your journey, we'll process your payment. This can take up to five working days.

• How does it work? 

  • If one of our trains is delayed or cancelled and you arrive at your destination station more than 15 minutes later than scheduled, you can claim compensation through 'Delay Repay'.

  • You can find further information on how it works here.

 

Compensation, outcomes and appeals

• How long will it take?

  • If your claim is approved, the time it takes for you to receive your compensation depends on how you’ve chosen to receive it.

  • If you selected PayPal, this could take up to 48 hours and BACS is within 10 working days. If you chose to donate your compensation to charity, the payment will be made to your charity upon approval of your claim.

• How will I know the outcome of my claim?

  • We’ll send you an email when we’ve made a decision on your claim. 

  • You can also check the status of your claim at any time. You’ll need your claim reference number and the email address you entered when you submitted your claim.

• My claim was rejected, what can I do?

  • A claim can be rejected due to a number of reasons. If you believe your claim has been incorrectly rejected, you will have the option to appeal. Please submit an appeal with additional information to support your claim and a member of our team will investigate your claim further.

  • You can make an appeal by clicking on the Check My Claim Status button on the Delay Repay Claim Form and logging in using your claim reference number and the email address you entered when the claim was submitted. You will only have 1 month to submit an appeal for a claim.

  • We can only deal with claims which were initially caused by TfW. If we find that the delay was caused by a different train company, we will pass the claim to them and let you know.

• I received less compensation than expected, what can I do?

  • If your claim has been approved and you believe the amount awarded is incorrect, you will have the option to appeal the decision. Please submit an appeal with additional information to support your claim and a member of our team will investigate your claim further. You can make an appeal by clicking on the Check My Claim Status button on the Delay Repay Claim Form and logging in using your claim reference number and the email address you entered when the claim was submitted. You will only have 1 month to submit an appeal for a claim.

• I have been asked to provide more information for a claim I submitted, what can I do?

  • If you’ve submitted a claim and any details you’ve provided are incomplete or if the system detects the ticket is invalid then the ticket details you have provided are not valid for the date of your journey. We’ll send you an email asking you to log in and review your claim. Please log in using the link provided on your email and review the highlighted information and resubmit your claim. You can also provide this information by checking the status of your claim here.

Find out more about other type of compensation and refunds - refund and compensation FAQs.

 

Delay Repay performance

We’ll publish our Delay Repay performance figures on a quarterly basis. This includes how many claims we’ve received and approved, how much compensation we’ve provided and the average amount of time it’s taken us to process the claims we’ve received.

You can view our figures for the past 12 months below.

Year	Month	Total claims received	Total claims approved	Total value of compensation	Average time to process claims
2024	March	8,629	6,811	£88,842.16	4 days
2024	February	9,859	7,624	£79,674.47	5 days
2024	January	11,519	9,739	£136,965.25	5 days
2023	December	17,804	14,334	£193,150.19	5 days
2023	November	16,848	13,899	£192,427.98	5 days
2023	October	17,928	14,009	£249,377.65	7 days
2023	September	12,420	10,340	£152,821.54	7 days
2023	August	15,862	13,168	£204,288.16	9 days
2023	July	15,383	13,436	£208,416.58	14 days
2023	June	15,246	12,389	£205,808.85	7 days
2023	May	12,680	12,061	£218,353.29	25 days
2023	April	12,422	9,362	£145,408.40	14 days
2023	March	13,017	10,642	£162,151.87	12 days