TL;DR
Greater Anglia operates Delay Repay 15: passengers can claim compensation for delays of 15 minutes or more, regardless of cause. The compensation tiers and the practical claim process explained.
Last reviewed 3 June 2026
Key facts
- Greater Anglia Delay Repay starts from 15 minutes of delay.
- Compensation: 25 per cent of single fare for 15 to 29 minutes; 50 per cent for 30 to 59 minutes; 100 per cent for 60 to 119 minutes; 100 per cent of return fare for 120+ minutes.
- Claims must be made within 28 days of the delay.
- Delay Repay applies regardless of cause: industrial action, signalling failure, weather, fatality on line.
- Greater Anglia has been the best-performing 'on time' operator in the UK for seven consecutive quarters since April 2024.
How Delay Repay works at Greater Anglia
Greater Anglia is one of around two-thirds of UK rail operators that operate Delay Repay 15, the most generous version of the Delay Repay scheme. The 15-minute threshold is significantly lower than the historic 30-minute or 60-minute thresholds, which still apply on some operators.
Compensation amounts are tied to the single fare paid:
15 to 29 minutes late: 25 per cent of the single fare.
30 to 59 minutes late: 50 per cent of the single fare.
60 to 119 minutes late: 100 per cent of the single fare.
120 minutes or more late: 100 per cent of the return fare.
For season ticket holders, the calculation uses a notional single-journey fare. The exact method varies by ticket type and is set out in the National Rail Conditions of Travel.
How to claim
The claim process for Greater Anglia delays:
1. Keep the ticket. Paper tickets must be retained. Smartcards and mobile tickets are linked to the account.
2. Submit the claim within 28 days. Use the Greater Anglia Delay Repay claim form at greateranglia.co.uk/delay-repay, or for journeys booked through a third-party retailer (Trainline, RailEasy, etc.) check whether the retailer offers an automated claim process.
3. Provide ticket details, the scheduled and actual times of arrival, and the journey details.
4. Compensation is paid by bank transfer, original payment card or as rail vouchers. Many operators including Greater Anglia default to bank transfer where bank details are provided.
The Office of Rail and Road (ORR) publishes complaints handling data for all train operators. If a claim is rejected and the passenger disagrees, the Rail Ombudsman provides free, binding dispute resolution.
When Delay Repay does not apply
Delay Repay applies regardless of cause. Strike action, signal failure, fatality on the line, weather, infrastructure faults, train faults and operator decisions all count.
The exceptions are limited:
Cancellation cover by rebooking: If the passenger is rebooked on a service that arrives at the same time or earlier than the original would have done, no Delay Repay is due.
Tickets refunded under other rights: If the journey did not take place and the ticket was refunded, no Delay Repay is due.
Free travel: Concessionary travel including some staff travel and Railcards used for free journeys is not covered.
Greater Anglia has been the best-performing 'on time' UK operator for seven consecutive quarters since April 2024 according to its published performance data, so Delay Repay claims are proportionally lower than at less reliable operators. The compensation calculation is the same regardless of operator performance, however.
Advisory: Submit a claim for every qualifying delay, not just the worst one. Annual claims by regular commuters can total several hundred pounds. The 28-day window is strict; older claims are rejected.
Related guides
Disclaimer
This article is for general information only and does not constitute financial, legal, tax, insurance, or investment advice. Kael Tripton Ltd is registered with the Information Commissioner's Office (ICO ZC135439) as a data controller but is not authorised by the Financial Conduct Authority. Figures and rules are correct at time of publication and may change. Always check the primary source linked below before acting on any information, and seek advice from a qualified professional for your specific circumstances.
Sources
Frequently asked questions
How long does a delay have to be to claim Delay Repay on Greater Anglia?
15 minutes. Greater Anglia operates Delay Repay 15. Compensation rises with the length of delay.
How long do I have to submit a Greater Anglia Delay Repay claim?
28 days from the date of the delayed journey. Claims older than 28 days are typically rejected.
Do I get Delay Repay for strike disruption?
Yes. Delay Repay applies regardless of cause, including industrial action. The amount is calculated against the actual arrival time, not the cancellation reason.
What if Greater Anglia rejects my claim?
Escalate to Greater Anglia customer relations first. If still dissatisfied, the Rail Ombudsman provides free binding dispute resolution. Complaints handling data is published by the Office of Rail and Road.
Does Delay Repay apply to season ticket holders?
Yes, with the compensation calculated against a notional single-journey fare. Some retailers offer automated season ticket Delay Repay claim processing.
