How to Claim Delay Repay for a Late or Cancelled Train (UK)

If your train was delayed or cancelled, you are very likely owed money back — but the railway will not send it automatically. The scheme is called Delay Repay, and most UK train operators run it. Here is how to claim what you are owed.

What Delay Repay pays

Compensation is a percentage of your fare based on how late you arrived at your destination. Most operators use Delay Repay 15:

• 15–29 minutes late: 25% of the single fare (or half the return fare for that leg).
• 30–59 minutes late: 50%.
• 60–119 minutes late: 100% of the single fare.
• 120+ minutes late: 100% of the full (single or return) fare.

Some operators still use a 30-minute threshold, so check yours — but the principle is the same. Crucially, it usually does not matter why the train was late: strikes, weather, signalling or staff shortages are all covered.

Cancellations and missed connections

If your train was cancelled and you arrived late on the next service, you claim based on your actual delay to your destination. If you abandoned the journey because of disruption and did not travel, you are entitled to a full refund of that ticket instead.

How to claim

1. Keep your ticket (or your e-ticket/order confirmation and a record of the booking).
2. Note the scheduled and actual times of your train and your delay on arrival.
3. Claim on the operator's website — search "[operator] Delay Repay". You normally have 28 days from the journey.
4. Choose your payout method (bank transfer is usually fastest; avoid vouchers if you want cash).

Consequential losses

Delay Repay covers your fare, not extra costs. But under the Consumer Rights Act 2015 the operator must provide the service with reasonable care and skill, and the National Rail Conditions of Travel may allow reasonable additional expenses (for example a taxi when the railway cannot get you home). Keep receipts and claim these separately, explaining clearly.

A claim/complaint template

Dear [Train operator],

Re: Delay Repay claim — journey on [date]

I travelled from [origin] to [destination] on the [scheduled time] service. My
train was [delayed/cancelled] and I arrived [X] minutes late. My ticket reference
is [number] and the fare paid was £[amount].

Please pay the Delay Repay compensation due for this delay to [bank transfer
details]. I am also claiming £[amount] for [reasonable additional costs, e.g. a
taxi], receipt attached, as the disruption left me no reasonable alternative.

Yours faithfully,
[Your name and contact details]

If they refuse or ignore you

If the operator rejects a fair claim or does not respond within the time it promises, you can escalate free to the Rail Ombudsman. Keep your ticket and correspondence — most Delay Repay disputes are resolved quickly once you cite the exact delay and the scheme's own thresholds.