Delay Repay Compensation

About Delay Repay 

Delay repay is a national scheme that entitles you to compensation if you have experienced delays during your train journey. We're happy to take part and think it's the least we can do to make up for any inconvenience caused.

Use the online Delay Repay portal below for the faster way to receive a response to your claim. Please be aware that claims submitted via the post may take longer to review.

Due to recent disruption, we are currently receiving high volumes of submissions and it may take up to 20 working days for us to get back to you. Please don’t resubmit your claim during this time – we promise we will process your request as soon as we can. Thank you for your patience.

I've been delayed - what compensation am I entitled to?

If you arrive at your final destination, delayed for 30 minutes or more (or 15 minutes from February 2nd 2020), you are entitled to Delay Repay Compensation. These levels are set by the Department for Transport:

• Delayed for 15 – 29 minutes – Claim 25% compensation of your single ticket or 12.5% of your return ticket cost (From February 2nd 2020)

• Delayed for 30 to 59 minutes - Claim 50% compensation of your single ticket or 50% of the relevant delayed portion of your return ticket

• Delayed for 60 to 119 minutes - Claim 100% compensation of your single ticket or 100% of the cost of the relevant portion of your return ticket

• Delayed for 120+ minutes - Claim 100% compensation of the cost of your single ticket or 100% cost of your return ticket (i.e. both portions, not just one way)

Claims must be made within 28 days of journey date and make sure you keep hold of your train tickets - we need these to work out how much compensation to give you.

What about delays for Season Ticket holders?

Use the table below to calculate the amount of Delay Repay Compensation you're entitled to (Note: Delay Repay 15 doesn't come into affect until February 2nd 2020). Divide the cost of your Season Ticket type over the number underneath delay times:

How do I apply for Delay Repay Compensation?

• Apply for Delay Repay Compensation online via a new portal or download and print a form to send to us
• Remember to attach your tickets (including a screenshot or scan)
• Compensation will be paid back via the original method of payment, unless you tell us otherwise
• Compensation can be paid directly to debit or credit cards (please provide a contact telephone number we can reach you on to confirm your card details), cheque, rail travel vouchers or e-vouchers for tpexpress.co.uk

Automated Delay Repay (ADR) is available if you've bought an Advance ticket through tpexpress.co.uk or our TPExpress app.