| Train Delay Compensation — Key Facts | |
|---|---|
| Scheme | Delay Repay — mandatory across all National Rail operators since 2019 |
| 15-min delay | 25% of single fare (Delay Repay 15 operators) |
| 30-min delay | 50% of single fare (all operators) |
| 60-min delay | 100% of single fare |
| 120-min delay | 100% of return fare |
| Claim deadline | 28 days from date of travel (most operators) |
Delay Repay is the standardised National Rail compensation scheme applying consistently across all franchised operators. Unlike the old Passenger Charter regime, Delay Repay sets minimum compensation levels for delays of 15, 30, 60 and 120 minutes. You claim from the operating company of the delayed train — not from Network Rail.
The Calculation
Compensation is based on the price of a single journey. For a return ticket the single fare is half the return price. Season ticket holders claim on a daily rate calculated from the season ticket price divided by the number of days in the ticket period.
| Delay at destination | Compensation | Example (£40 return = £20 single) |
|---|---|---|
| 15-29 minutes (DR15 operators) | 25% of single | £5 |
| 30-59 minutes | 50% of single | £10 |
| 60-119 minutes | 100% of single | £20 |
| 120+ minutes | 100% of return | £40 |
Which Operators Run Delay Repay 15?
| Operator | Scheme |
|---|---|
| Avanti West Coast | DR15 |
| CrossCountry | DR15 |
| East Midlands Railway | DR15 |
| Eurostar | DR30 own scheme (60min triggers £30; 120min triggers £60) |
| Great Western Railway | DR15 |
| LNER | DR15 |
| Northern | DR15 |
| Southeastern | DR15 |
| Southern/GTR | DR15 |
| TransPennine Express | DR15 |
| West Midlands Trains | DR15 |
Step-by-Step Claim Process
Step 1 — Note the delay. Screenshot the National Rail app showing actual arrival time against scheduled.
Step 2 — Find your proof of purchase: digital ticket reference, paper ticket, booking reference or card statement.
Step 3 — Submit online within 28 days at the operator website (e.g. lner.co.uk, avanti.co.uk). You need: travel date, origin, destination, train time, ticket reference.
Step 4 — Choose bank transfer (BACS) over vouchers unless the voucher amount is materially higher and you will definitely travel again on that operator.
| 💡 Tip: Always choose bank transfer over rail vouchers. Vouchers expire and are locked to one operator. |
Season Ticket Claims
Season ticket holders accumulate claims. Daily rate = annual season price divided by 260 working days (or weekly by 5). For regular commuters the total compensation over a year can be substantial. Southeastern operates an automatic season ticket compensation system that does not require individual claims.
If Your Claim Is Rejected
Appeal directly to the operator citing specific delay evidence (National Rail timetable data is publicly available). If the operator continues to refuse, escalate to Transport Focus (transportfocus.org.uk) — the independent rail passenger watchdog. For legal enforcement, small claims court at gov.uk/make-court-claim-for-money handles claims up to £10,000.
Missed Connections
If a delayed first train caused you to miss a connection on the same booking reference (through ticket), the delay is calculated to your final destination. Two separately booked legs are assessed independently — you may be entitled to Delay Repay on the first leg even if the second ran on time.
Cancelled Trains
A cancellation resulting in 30+ minutes late arrival triggers the same Delay Repay thresholds. If the train is cancelled and you choose not to travel, you are entitled to a full refund of the ticket price with no admin fee. (Source: National Rail Conditions of Travel)
| Disclaimer: This article is for information only and does not constitute financial, legal or tax advice. Figures correct at date of publication but subject to change. Always verify with primary sources (gov.uk, HMRC, FCA register) and consult a qualified adviser before making financial decisions. |
Frequently Asked Questions
Does Delay Repay apply to replacement bus services?
Yes — if the replacement bus results in you arriving at your destination 30+ minutes late compared to the original train schedule, Delay Repay applies. The original scheduled arrival time is the benchmark.
Can I claim if the delay was caused by another passenger?
Yes, unless the operator specifically cites an extraordinary circumstances exclusion. Most personal incidents on trains (medical emergencies, anti-social behaviour) do not qualify as extraordinary circumstances under National Rail Conditions of Travel. Challenge any rejection citing these grounds.
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