Please fill in the Delay Repay Compensation Claim Form below, telling us what happened. You will need to attach your tickets for us to work out how much compensation you are due, so please keep hold of them.
Due to a high volume of correspondence being received at present it’s currently taking us a little longer than normal to respond to emails and delay repay claims. It may take up to 20 working days to receive a response from our customer relations team. If your enquiry is urgent please give our customer relations team a call on 0345 600 1671.
The compensation you should expect is:
Delay Repay for Season Ticket holders is calculated by dividing the cost of the season ticket as follows:
|Season Ticket Type||30 - 59 minutes||60 - 119 minutes||120+ minutes|
Delay Repay is a national scheme and the levels of compensation are set by the Department for Transport.
We aim to process refunds applied for by the Delay Repay Compensation Claim Form within 5 working days. In any event we will refund you within 14 days from the day we agree you are entitled to a refund. All claims must be submitted within 28 days of the affected journey. We will issue the refund back to your original method of payment, unless you notify us otherwise.
Should you wish to be refunded back onto your UK credit / debit card, we are able to do this but will need to call you to confirm your card details as we do not retain these. We will make best efforts to contact you. Please include your mobile number on the form below if you wish to be paid by this method.
If you prefer to be paid cash, this would be in the form of a cheque. We also offer refunds as rail travel vouchers or e-vouchers for use on our website.
Completion of this form confirms that the information provided is correct to the best of your knowledge. Please note that TransPennine Express reserves the right to share your personal details with other relevant train operators to prevent fraud and may prosecute any individual making fraudulent claims.