Delay Repay explained: how to claim train delay refunds

If your train ran late, was cancelled, or you missed a connection because of a delay, you are very likely owed money. The scheme that pays it out is called Delay Repay, and most people who are entitled to it never claim. The money is real, the rules are reasonably generous, and the process usually takes a few minutes online.

This guide explains exactly how Delay Repay works: the delay thresholds that trigger a payout, which operators use the scheme, what counts as valid evidence, how compensation is calculated, and how long you should expect to wait for the money.

What Delay Repay actually is

Delay Repay is the industry-standard compensation scheme run by individual train operating companies (TOCs) across Great Britain. The key thing to understand is that it pays out regardless of the cause of the delay. It does not matter whether the train was held up by a signal failure, a broken-down train, severe weather, a trespasser on the line, or a strike — if you arrived late by the qualifying amount, you can claim.

This is what distinguishes Delay Repay from the older "Passenger's Charter" arrangements some operators used to run, which often only paid out for delays the railway was directly responsible for. Under Delay Repay, the reason is irrelevant; only the length of your delay matters.

The 15, 30 and 60-minute thresholds

Compensation is banded according to how late you arrived at your destination. The exact percentages depend on whether your operator runs Delay Repay 15 (the more generous version) or the older Delay Repay 30 threshold.

Delay to your arrival	Typical compensation
15–29 minutes (Delay Repay 15 operators only)	25% of the single fare for that leg
30–59 minutes	50% of the single fare
60–119 minutes	100% of the single fare
120 minutes or more	100% of the total ticket cost (both singles, or the full return)

A few important points about how this is measured:

• It is your arrival time that counts, not the departure time. If your train leaves 20 minutes late but makes up the time and arrives only 5 minutes down, there is nothing to claim.
• Single and return tickets are treated as two legs. A return ticket is effectively two singles for the purpose of the calculation, so a delay on your outbound journey is compensated against half the return fare.
• Season tickets are compensated differently. Operators calculate a notional per-journey value of your weekly, monthly or annual season ticket and apply the same percentage bands to that figure.

Worked example

Say you paid £24 for an off-peak single and arrived 42 minutes late on a Delay Repay 15 operator. You fall into the 30–59 minute band, so you are owed 50% of £24 = £12. If the same delay had been 65 minutes, you would be owed 100% = the full £24. If you had a £48 return and the outbound leg was delayed 65 minutes, you would be owed 100% of that leg's £24 portion.

Which operators use Delay Repay

Almost every passenger operator in Great Britain now uses some form of Delay Repay. The main variable is whether they pay from 15 minutes or only from 30 minutes. The franchise landscape changes — operators are periodically brought under public control or have their contracts renewed — so always confirm the current threshold on your specific operator's website before assuming.

As a general guide, operators that have adopted the 15-minute threshold have historically included names such as London North Eastern Railway, c2c, South Western Railway, Southeastern, Greater Anglia and several others. Operators on the 30-minute threshold have included a number of regional and cross-country services. Because these arrangements move around, the safest approach is:

• Identify the operator whose train was delayed (it is printed on your ticket and shown in journey-planner apps).
• Go to that operator's website and search "Delay Repay".
• Check their stated threshold and the claim deadline before you start.

Whose scheme do you claim from? You claim from the operator of the delayed train, even if you bought your ticket from a third party such as Trainline or another TOC. If your journey involved more than one operator and the delay happened on a connecting service, claim from the operator responsible for the leg that made you late.

Evidence you need to claim

Claims are deliberately light on paperwork, but you do need to prove three things: that you travelled, what you paid, and how late you were. Keep or gather the following:

• Your ticket or proof of purchase. For paper tickets, keep them — do not put them through the barrier and lose them if you can avoid it, or take a clear photo. For e-tickets and mobile tickets, you already have the booking reference and a PDF or screenshot. For contactless/smartcard pay-as-you-go, your card statement or travel history works.
• The journey details. Date, scheduled departure and arrival times, the stations, and the train you actually caught.
• The delay itself. You usually just state how late you arrived. Operators verify this against their own running data, so you do not normally need to supply external proof, but a screenshot from a live-times app (such as the National Rail or operator app) showing the delay is useful backup.

For season-ticket holders, you will typically need your photocard number or season ticket reference rather than a per-journey ticket. Many operators let you save these details so repeat claims are faster.

How to make the claim, step by step

1. Find the right operator's Delay Repay page. Search the operator name plus "Delay Repay".
2. Create or log into an account (most operators offer this, and it speeds up future claims).
3. Enter your journey: date, stations, scheduled and actual times, and the length of the delay.
4. Upload your evidence: a photo of the ticket or your booking reference, or your season ticket details.
5. Choose how you want to be paid: bank transfer, card refund, cheque, or sometimes rail vouchers. Cash-equivalent payment is your right — you do not have to accept vouchers.
6. Submit and keep your reference number.

Timeframes: deadlines and payout speed

There are two different clocks to watch.

The deadline to submit a claim. Most operators require claims within 28 days of the delayed journey, though some allow longer. Do not assume you have months — claim promptly.

How long the payout takes. Operators generally aim to process claims within a few weeks. Many straightforward online claims are settled faster than that, sometimes within days, particularly where the delay is automatically verified. Automatic Delay Repay (offered by some operators to account holders who travel on registered tickets or smartcards) can pay out without you lifting a finger.

When Delay Repay does not apply

The scheme is broad, but there are limits:

• You arrived less than the threshold late. Below 15 minutes (or 30, depending on the operator) there is no Delay Repay entitlement, even if the journey was unpleasant.
• You did not actually travel. If you abandoned the journey before starting because of disruption, you are usually entitled to a refund of an unused ticket instead, which is a separate process.
• Planned engineering work shown when you bought the ticket. If the slower timetable was published in advance and you arrived on time against that amended schedule, there is no delay to claim.
• Some advance disruption. Strikes and major pre-announced disruption can change what is claimable; check the operator's specific notice.

If your claim is rejected or underpaid

If you believe a claim was wrongly refused or paid at the wrong band, challenge it. First, go back to the operator with your evidence and ask them to review it. If you cannot resolve it directly, you can escalate to the Rail Ombudsman, the free, independent service that handles unresolved disputes between passengers and train operators. The Rail Ombudsman can look at most complaints that the operator has not settled within 40 working days or has issued a deadlock letter on.

Quick FAQ

Can I claim if I bought my ticket through Trainline or another reseller?

Yes. You claim from the operator of the delayed train, not from where you bought the ticket. Your booking confirmation is valid proof of purchase.

What if I missed a connection?

If a delay on one train caused you to miss a connection and arrive late overall, you claim against your total delay at the final destination, from the operator whose late running caused the missed connection.

Do I have to take vouchers?

No. You are entitled to be paid in money (bank transfer, card refund or cheque). Operators must offer a cash-equivalent option even if they also offer vouchers.

Does it cost anything to claim?

No. Delay Repay is free to claim directly from the operator. Be wary of any third party offering to claim "on your behalf" for a cut — the operator's own form is simple and keeps 100% of the money.

What about Tube, light rail and buses?

Delay Repay covers national rail services. London Underground, the Elizabeth line, trams and buses run their own separate refund and compensation schemes with different rules and thresholds.

The bottom line

Delay Repay rewards people who keep their tickets and take five minutes to fill in a form. The cause of the delay does not matter, third-party purchases are fine, and you can insist on real money rather than vouchers. The two things that catch people out are missing the claim deadline and not keeping proof of the journey — so claim early and keep your ticket or booking reference.

This article is general information from the Owedly editorial team (published by NexoraOS) and is not professional, financial or legal advice. Always check the current rules and thresholds on your specific train operator's website before claiming.