Last reviewed: May 2026
Key facts:- CrossCountry operates Delay Repay 15, paying compensation for delays of 15 minutes or more from the scheduled arrival time.
- Claims can be made online through the CrossCountry website or by post, with a 28 day deadline from the date of the affected journey.
- Compensation amounts follow the standard Delay Repay 15 bands: 25 per cent (15-29 min), 50 per cent (30-59 min), 100 per cent (60-119 min), and full return fare (120 min plus).
UK Transport Rights Hub › Crosscountry Delay Repay
CrossCountry operates one of the longest-distance rail networks in the UK, running services from Aberdeen and Edinburgh in the north through Birmingham to Penzance and Bournemouth in the south. Delays on these long routes can be significant. The Delay Repay 15 scheme pays compensation for delays of 15 minutes or more. This guide explains the claim process, the evidence required, and what to do if a claim is refused.
The Delay Repay 15 Scheme on CrossCountry
CrossCountry operates the Delay Repay 15 scheme. Compensation is payable for delays of 15 minutes or more measured against the scheduled arrival time at the booked destination. The cause of the delay does not normally affect entitlement.
The scheme covers all CrossCountry services across England, Scotland and Wales. Where a journey involves CrossCountry and another operator, the Delay Repay claim is normally made to the operator whose service was delayed. Through ticket holders can claim against the operator that caused the delay regardless of who sold the ticket.
Delay Repay 15 across all major train operating companies was the policy outcome from the Department for Transport rail strategy. CrossCountry adopted the 15-minute threshold in 2018, replacing the older 30-minute Delay Repay scheme.
Compensation Bands
The standard Delay Repay 15 bands apply: 25 per cent of the single fare for delays of 15 to 29 minutes; 50 per cent for delays of 30 to 59 minutes; 100 per cent for delays of 60 to 119 minutes; and 100 per cent of a return fare for delays of 120 minutes or more.
Single fares are used as the basis for one-way tickets. Return tickets are split notionally into two single legs for the calculation. Season tickets use the daily equivalent of the season cost.
Where multiple delays cumulate during one journey, the total delay is used. A journey delayed by 20 minutes at the start and a further 25 minutes during a connection is treated as a 45-minute delay for compensation purposes.
How to Claim
Online claims are submitted through the CrossCountry website Delay Repay form. The form asks for the journey date, origin and destination, the booked train, the delay length, ticket details and payment preference.
Supporting evidence includes the ticket itself (uploaded as a photo for paper tickets, or by booking reference for e-tickets), the date and details of the delayed service, and the reason for the delay where known. Most claims do not require the cause of delay to be specified.
Postal claims are accepted using the printed Delay Repay form available from CrossCountry stations or downloadable from the website. Postal claims take longer to process. The 28-day deadline runs from the date of the affected journey, regardless of submission route.
Payment and Processing Times
Most online claims are processed within 14 working days. Postal claims can take longer. CrossCountry confirms by email or letter, with payment made by the chosen method.
Payment options typically include bank transfer (BACS), PayPal and CrossCountry vouchers. Some claims may also be refunded to the original payment card. Voucher options sometimes offer a small bonus over the headline amount.
Where a claim is refused, CrossCountry provides an explanation. Common refusal reasons include: no delay recorded against the booked train, journey completed within 15 minutes of scheduled arrival, ticket already refunded in full, or claim made outside the 28-day window.
Disputes and the Rail Ombudsman
Where a passenger believes a Delay Repay claim has been wrongly refused or undervalued, the first step is a written complaint to CrossCountry customer service. CrossCountry has a defined internal complaints procedure with a deadline for response.
If the dispute is not resolved after 8 weeks or CrossCountry issues a deadlock letter, the passenger can refer the matter to the Rail Ombudsman. The Rail Ombudsman is the independent dispute resolution service for UK rail, set up under the Office of Rail and Road consumer protection framework.
The Rail Ombudsman is free for passengers and binding on the train operator. Decisions can include directing the operator to pay compensation, change processes, issue apologies, and provide written explanations. The Ombudsman handles around 8,000 cases a year across all UK train operators.
CrossCountry Specific Considerations
Multi-operator journeys. Many CrossCountry passengers travel on through tickets that involve other operators. The Delay Repay claim normally goes to the operator whose service was delayed, not the operator who sold the ticket. The CrossCountry website explains how to identify the right operator.
Long-distance routes. CrossCountry runs some of the longest-distance routes in the UK, from Aberdeen to Penzance. Long routes have more scope for delay; passengers on full-length journeys often claim repeated Delay Repay because of cumulative timetable changes.
Onward connections. Where a delay causes a missed connection on the same ticket, the connection delay adds to the original delay. Where the missed connection is across operators, the Delay Repay claim is made to the original delay operator.
Bicycle and luggage. Some CrossCountry services have reservable bicycle and luggage space. Delays that cause loss of these reservations can sometimes attract additional compensation under the CrossCountry passenger commitment.
Where to Get Free Independent Help
The Rail Ombudsman is the independent dispute resolution service for rail in Great Britain. It handles complaints about crosscountry delay repay and other train operating company services that have not been resolved within 8 weeks. The Ombudsman is free for passengers and binding on the rail operator.
The Office of Rail and Road (ORR) is the rail and highway regulator. ORR sets consumer protection standards for the rail industry, including the Delay Repay framework. The ORR website at orr.gov.uk publishes detailed rules and performance data.
Transport Focus is the independent transport user watchdog for England, Wales and Scotland. It conducts research on passenger experience and engages with operators on behalf of passengers. The website at transportfocus.org.uk publishes annual rail satisfaction data.
Citizens Advice provides free help with crosscountry delay repay alongside other consumer issues. The local Citizens Advice office can help with form-filling, evidence-gathering and challenges to operator decisions where needed.
For accessibility issues, the rail industry runs the Passenger Assist service. Bookings can be made online, by phone or through the Passenger Assist app at least two hours before travel. The service includes help at stations, on trains and with onward connections. Train operators have specific accessibility teams under ORR regulation.
Disabled Persons Transport Advisory Committee (DPTAC) advises the government on accessibility issues across all modes of transport. The committee publishes reports and recommendations on improving transport for disabled passengers. Individual passenger issues are dealt with through the operator and ORR rather than DPTAC directly.
Putting It All Together
The rules above set out the legal framework, the practical steps and the support routes available. Where the situation is straightforward, the gov.uk pages and the official tools should be enough to act on. Where the situation is more complex, the free advice services listed in the previous section can usually clarify the position and identify the right next step. Many issues that look intractable at first turn out to be resolvable once the right service is engaged.
Keeping written records of communications and decisions throughout is good practice. Where a decision needs to be challenged later - through an internal complaint, an ombudsman, a tribunal or a court - the quality of the contemporaneous record often decides the outcome. Dates, names, reference numbers and copies of correspondence are the building blocks of any later dispute. The gov.uk advice pages and the relevant ombudsman or tribunal websites all set out the evidence they consider when reviewing decisions, and gathering that evidence from the start is one of the most effective protections available.
Frequently Asked Questions
How long is the delay before I can claim?
15 minutes from the scheduled arrival time. The 15-minute threshold applies regardless of the cause of the delay.
How quickly will CrossCountry pay?
Most online claims are paid within 14 working days. Postal claims take longer. Payment is made by the chosen method, with bank transfer typically the fastest.
What evidence do I need?
The ticket (photo or booking reference), the journey details, and the delay length. The reason for the delay is not normally required.
Can I claim for missed connections?
Yes, where the missed connection is caused by a CrossCountry service delay. The connection delay adds to the original delay for the total assessment.
What if I lose my ticket?
For e-tickets, the booking reference is sufficient. For paper tickets, the train operator may accept a photo from before travel or evidence from the journey itself, but the safer approach is to keep tickets until the claim is resolved.
Where do I escalate a refused claim?
First through the CrossCountry complaints procedure. After 8 weeks or a deadlock letter, the Rail Ombudsman handles the dispute as the independent and binding decision-maker.
Can I claim Delay Repay for a season ticket?
Yes. Season ticket holders calculate Delay Repay using the daily equivalent cost. Regular delays on a season ticket route can accumulate to a substantial annual sum if all delays are claimed.
What if the delay was caused by another train operator?
Where the delay is on a CrossCountry service, the claim goes to CrossCountry regardless of the original cause. CrossCountry may recover the cost from the responsible operator internally; this is not the passenger concern.
Does Delay Repay cover taxi costs?
Not under the standard Delay Repay scheme. Taxi costs for very severely disrupted journeys (cancellations leaving no alternative service) may be reimbursed under the National Rail Conditions of Travel as a refund.
Can I claim Delay Repay if I changed my plans because of expected delays?
Generally no. The claim is based on actual delays to the booked journey. Speculative changes to plans because of expected delays are not normally compensable.
How We Verified This
Information is taken from the Department for Transport Delay Repay 15 guidance, the CrossCountry Passenger Charter, the Rail Ombudsman scheme rules, the Office of Rail and Road consumer protection framework, and the national Rail Conditions of Travel published on the gov.uk transport pages.