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Claim-free compensation has arrived
Automated Delay Repay (ADR) is how you can receive Delay Repay compensation if your train is delayed by half an hour or more (15 minutes or more from February 2nd 2020).
Those that purchase TransPennine Express Advance Purchase tickets via our website or the TPExpress app can now receive compensation at the click of a button. To do this you, will first need to sign up for My Account. Please note the email address for My Account & Delay Repay need to match.
If you already have My Account, please ensure you’re using the same email address for Delay Repay.
If you have an Advance Purchase ticket, the system will generate a claim for you if there is a delay of 30 minutes or more (15 minutes or more from February 2nd 2020) on the train you were booked to travel on.
To be eligible for ADR, you'll need to have bought your TransPennine Express Advance ticket at tpexpress.co.uk or via the TPExpress app.
You can opt in to ADR in two simple steps:
1. Create an account at delayrepay.tpexpress.co.uk
2. Opt in to Automated Delay Repay emails
Our system will then identify when your train is 30 minutes late or more (15 minutes late or more from February 2nd 2020) and create a claim on your behalf.
No, you don’t have to use ADR. It is an opt-in system so will only create claims on your behalf if you sign up. We encourage you to opt-in though, as it is the fastest way for you to receive the compensation that you are due.
Absolutely - ADR is just one part of the scheme. If ADR detects that you've made a claim for a service you were on, it won’t automatically raise one for you. Similarly, if you make a claim for Delay Repay on a service and ADR has already generated a claim we will let you know.
ADR claims are generated within 2-3 days of travel. This allows us to make sure that we have received notifications of all delays. In the vast majority of instances, this is the fastest way to make a claim.
If the delay band is incorrect you can amend the claim from your customer account. If you weren't delayed, you can decline the claim.
If you have previously made a claim but didn’t sign up for or verify your account, you can still see previous by entering your unique claim reference number and postcode in the “View a Previous Claim” section.
If you did not provide a verifiable email address or any email address when making a claim, you will no longer be able to access any previous claims.
Please note that any claims made before 1st July 2019 which have yet to be processed, your “old” account area will still be accessible through a link on the new account pages. Once these claims have been completed and any payment made, they will appear in your new account. All appeals submitted from 1st July 2019 onward will be managed through the new system in the usual way.
No, ADR is only applicable to “TPE Advance” tickets. This means that ADR will only be triggered if you are delayed on one of our services using one of our tickets.
Our Automated Delay Repay (ADR) scheme is applicable to advance tickets used for TransPennine Express journeys on or after 1st July 2019 via tpexress.co.uk or TPExpress app only. You are eligible for ADR if all the following criteria apply to your journey:
Your journey was delayed by 30 minutes or more (15 minutes or more from February 2nd 2020)
Your ticket type is ‘TPE Advance’ - other ticket types are not currently covered
You purchased your ticket through tpexpress.co.uk or the TPExpress app
Your ticket is for a full point to point journey on our network
You have opted into the ADR scheme via the portal at delaycompensation.tpexpress.co.uk
You have an online account to purchase tickets via tpexpress.co.uk or the TPExpress app, and the email address matches the one used for your Delay Repay account
If you are eligible, you will receive an email within the first few days of your journey. It may then take around 3 working days for the money to credit to your account.
We will repay compensation directly back on to your original method of payment.
If you do not receive an email within the first 2-3 days of travel, but believe you are eligible for compensation, then please submit a manual claim at tpexpress.co.uk/help/delay-repay-compensation
If you’re travelling on another operator’s service first and that service is delayed, but the part of your journey on TransPennine Express is not delayed, you will need to claim in the normal way via the other operator
If your journey is not eligible for ADR but you wish to apply for delay repay compensation, please fill out our online Delay Repay form available at tpexpress.co.uk/help/delay-repay-compensation
You can find out how Delay Repay is calculated by visiting tpexpress.co.uk/help/delay-repay-compensation.
Please note Delay Repay is the standard level of compensation you will receive - any other requests for compensation should be made to our Customer Relations team, who can be contacted here: tpexpress.co.uk/help/contact-us