TL;DR: Too long, Didn’t read
The Golden Rule: If your train is delayed by 15 minutes or more, you are usually entitled to compensation.
The Scheme: This is called “Delay Repay.” It applies to almost all UK train operators (Avanti, GWR, Southern, LNER, etc.).
The Payout: You can get 25% of your ticket back for a short delay, and up to 100% back if it’s over an hour late.
Don’t Bin It: You need a photo of your ticket (or a screenshot of the app) to claim. You must claim within 28 days.
It is Monday morning. You are freezing on the platform. The tannoy crackles: “The 08:14 to London is delayed by 20 minutes.” You roll your eyes and accept you’ll be late for work.
Stop. That delay just earned you money. Train companies rely on the fact that 80% of passengers can’t be bothered to fill in a form. Don’t be the 80%. Here is how to make them pay.
What is “Delay Repay”?
“Delay Repay” is a national scheme that forces train companies to compensate you when they fail to run on time. It doesn’t matter why the train was late (weather, signalling, staff shortages). If it is late, they pay.
How Much Do I Get?
The amount depends on how late you arrived at your destination (not how late the train left).
15 – 29 Minutes Late: 25% of your single ticket price.
30 – 59 Minutes Late: 50% of your single ticket price.
60 – 119 Minutes Late: 100% of your single ticket price.
120+ Minutes Late: 100% of your return ticket price (if you have one).
(Note: If you have a Season Ticket, the calculation is a bit more complex, usually based on 1/20th of the monthly cost).
Step 1: Keep the Evidence
The moment the delay happens:
Take a photo of your paper ticket (before the barrier swallows it!).
Screenshot your mobile ticket (QR code).
Note the time you actually arrived.
Step 2: The 2-Minute Claim
You do not need to write a letter.
Google “Delay Repay [Operator Name]” (e.g., Delay Repay Avanti).
Fill in the online form.
Upload the photo of your ticket.
Choose how you want to be paid (Bank Transfer, PayPal, or Voucher).
Pro Tip: Always choose Bank Transfer. Don’t accept vouchers unless you travel daily.
“But it was a Cancelled Train!”
If your train was cancelled and you decided not to travel, you are entitled to a full refund immediately. Do not use Delay Repay for this. Go to the ticket office (or the app) and request a “Non-Travel Refund.” It is fee-free.
A Quick Story: Meet Greg
The Commute: Greg travels from Reading to London. His train is delayed by 18 minutes twice a week.
The Old Habit: Greg used to just moan and rush to the office.
The New Habit: Now, Greg spends the 18-minute delay filling in the “Delay Repay” form on his phone.
The Result: Last year, Greg claimed back £340. That paid for his Christmas shopping.
Summary: Make Them Pay
The prices go up every January. The only way to fight back is to claim every penny you are owed.
15 Mins Late? Claim.
Keep the ticket.
Claim within 28 days.
Frequently Asked Questions
Can I claim if I have a Season Ticket?
Yes. You don’t get a “refund” per se, but you get a cash value back based on the daily cost of your travel.
Monthly/Annual Tickets: The payout is usually calculated as 1/20th of the monthly price (for a return journey). It’s complex, but the online form calculates it for you automatically.
What if I missed a connecting train?
If you booked a through-ticket (e.g., Manchester to London, changing at Crewe) and the first train was late, causing you to miss the second, you claim for the total delay at your final destination.
Example: Train 1 was only 10 minutes late, but you missed the connection and arrived in London 65 minutes late. You claim for the full 65-minute delay.
My ticket was a “Split Ticket.” How do I claim?
Claim against the specific train operator that caused the delay, using the ticket valid for that specific leg of the journey. If the delay caused you to miss a connection on a later ticket, upload all your tickets to prove your full itinerary.
Can I get cash instead of vouchers?
Yes. Under the National Rail Conditions of Travel, you have the right to ask for a monetary refund (Bank Transfer, Cheque, or Card Refund). You do not have to accept Rail Vouchers if you don’t want them.
How long do they have to pay me?
The industry standard is 28 days, but most claims are processed within 10-14 days. If they haven’t paid after a month, you can escalate your complaint to the Rail Ombudsman.
(Sources: National Rail – Compensation, Which? – Train Delays)
This guide applies to National Rail services. London Underground (TfL) has different rules.