Automated Delay Repay

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.

• Your journey was delayed by 15 minutes or more

• 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