We are sorry that you were delayed and we want to make sure that you receive compensation.

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:

  • 30 to 59 minutes delay: Compensation of 50% of your single ticket or 50% of the relevant portion of your return ticket (the part you were using on the delayed journey).
  • 60 to 119 minutes delay: Compensation of 100% of the cost of your single ticket or 100% of the cost of the relevant portion of your return ticket.
  • More than 120 minutes delay: compensation of 100% of the cost of your single ticket or 100% cost of your return ticket (i.e. both portions, not just one way).


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
Weekly 20 10 5
Monthly 80 40 20
Quarterly 240 120 60
Annual 928 464 232


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. 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.

Online Delay Repay

Online Delay Repay

Making a Claim for Compensation
We are sorry your journey didn’t go to plan and we’d like to offer you compensation depending on your delay. Please fill in this form. Compulsory fields are marked*
Your Details
Your Journey

Your Tickets -
We do need all your original tickets to process your claim and get you the compensation you are entitled to – no tickets means you might miss out.
For season ticket claims please attach a clear copy of your ticket. For e-tickets or mobile tickets, please include your reference number. We can then look up your booking.
If you bought your ticket through another retailer or Train Operator please claim your refund where you bought it.

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