Delay Repay Evidence Checklist: Ticket Proof for UK Claims

Last reviewed by the Railed editorial team: 23 May 2026.

In short: to win a Delay Repay claim, you need three things on file before the operator asks: (1) proof you held a valid ticket, (2) proof you travelled on the delayed service, and (3) details that match the claim (date, route, scheduled times, actual arrival). For most passengers in 2026 that is a photo or screenshot of the ticket, the booking reference, and a screenshot of the live delay. Claim within 28 days, claim from the operator that caused the delay (not the retailer), and keep the evidence until payment lands.

Delay Repay evidence is the proof that links your delayed journey to a valid ticket. For most UK train compensation claims, that means a ticket image, e-ticket screenshot, booking confirmation, smartcard record, contactless journey history or another document that shows what you bought, where you travelled and when you travelled.

The claim itself is usually simple. The evidence is where passengers get stuck. Paper tickets get swallowed by barriers, e-tickets disappear into apps, smartcard journeys are hidden behind account portals, and booking references are easy to lose once the trip is over.

This guide explains what delay repay ticket proof to keep, what train compensation evidence is useful, how smartcard delay repay claim evidence usually works, and how Railed helps passengers monitor eligible delays and process Delay Repay claims automatically. It pairs with our wider Delay Repay guide, the operator-specific rules in our train delay compensation by operator breakdown, and our analysis of why Delay Repay claims get rejected so you can avoid the most common evidence mistakes.

The 3-tier evidence strength model

When a claim handler reviews your submission, they are effectively grading the evidence on three tiers. Knowing the tier you sit on tells you whether a claim is likely to clear first time or get queried.

• Tier 1 — Strong: an image or PDF of the actual ticket used (paper photo, e-ticket PDF, in-app barcode screenshot), shown with date, route, ticket type, price and ticket number. Almost always accepted.
• Tier 2 — Adequate: a booking confirmation or retailer receipt that names the specific journey, plus a smartcard, Oyster or contactless statement showing the touch-in/touch-out, or a season ticket account record. Usually accepted but more likely to be queried.
• Tier 3 — Weak: a screenshot of the delay only, a bank card statement showing only the total payment, or a cropped barcode with no journey details. Often rejected on its own.

Aim for Tier 1 evidence on every journey. If you can only reach Tier 2, add Tier 3 supporting screenshots (live departure board, journey planner, disruption alerts) to strengthen the file.

What evidence do you need for Delay Repay?

You normally need evidence that proves three things:

• you had a valid ticket or payment method for the journey
• you travelled, or intended to travel, on the delayed service
• the claim details match the route, date, train operator and delay being claimed

National Rail explains that compensation is requested directly from the train company, and that the amount can depend on the train company, ticket type and delay length. It also says Delay Repay applies on participating National Rail services when you are delayed for any reason, assessed against the normal timetable or an amended timetable published in advance.

The Department for Transport's rail passenger compensation data says Delay Repay applies across DfT-let rail passenger contracts and covers all ticket types, with all listed train operating companies providing compensation from 30 minutes and some also from 15 minutes. That supports the broad rule: keep evidence for the ticket you actually used, then check the operator threshold before claiming.

In practice, each train company asks for evidence in its own way. Some forms ask for a ticket number. Others ask for an uploaded image. Some accept a booking confirmation if it clearly shows the ticket details. Smartcard and contactless journeys usually need a journey history or proof that the relevant ticket was loaded to the card.

Use the operator's Delay Repay page as the final checklist, because the wording and upload rules can vary.

Delay Repay evidence checklist

Keep this information before you start the claim:

1. Travel date.
2. Origin and destination stations.
3. Scheduled departure time.
4. Scheduled arrival time.
5. Actual arrival time.
6. Train company that caused the first delay.
7. Ticket type, such as Advance, Off-Peak, Anytime, season ticket, Flexi Season, smartcard, Oyster or contactless.
8. Ticket image, barcode screenshot, ticket number or booking reference.
9. Proof of purchase showing the route, ticket price and date of travel.
10. Any missed connection details, including the train you planned to catch and the one you actually caught.
11. The claim reference after you submit.
12. Any rejection or appeal emails if the operator queries the claim.

Do not wait until the 28th day if you can avoid it. Many operators ask for Delay Repay claims within 28 days of the journey, and MoneySavingExpert's train delay guide also highlights the practical need to claim from the train company running the delayed service, even if you booked somewhere else. The Office of Rail and Road's passenger rail usage data shows that hundreds of millions of journeys cross multiple operators each year, which is why "who runs the delayed train" matters more than "who sold the ticket".

Paper tickets

For paper tickets, the safest delay repay ticket proof is a clear photo of the ticket before you leave the station. Photograph both sides if the back contains a magnetic stripe, ticket number or route restriction.

Capture:

• the full ticket, not just the price
• the origin and destination
• ticket type and route restriction
• date of travel
• ticket number, if visible
• price paid
• any accompanying photocard for a season ticket, where the operator asks for it

If a barrier keeps your ticket at the end of the journey, you may still have a receipt, email confirmation or booking reference. Some operators accept receipt evidence where it identifies the journey, ticket type, price and ticket number, but you should not assume every operator will treat a receipt as enough on its own.

If you are delayed and know you will claim, ask station staff whether you can retain the ticket or use a manual gate. That is not always possible, but it can prevent the most common evidence problem: knowing you travelled, but having no ticket image left to upload.

E-tickets and barcode tickets

For e-tickets, keep a screenshot or PDF that shows the barcode and ticket details. Operators may ask for the unique ticket number, an image of the ticket valid for travel, or the booking confirmation.

Your screenshot should show:

• barcode or QR code
• origin and destination
• date and time restrictions
• ticket type
• ticket price, if visible
• booking reference or unique ticket number
• passenger name, if included

The booking email is often just as useful as the in-app ticket because it can show the booking reference, journey details and amount paid. If your app blocks screenshots or hides the barcode after travel, download the PDF ticket or save the confirmation email before the journey.

Be careful not to submit a cropped screenshot that only shows a barcode. A claim handler needs to connect the barcode to the journey you are claiming for.

Mobile tickets and app-only tickets

Mobile tickets can be awkward because some apps change what is visible after travel. If you use an mTicket, sTicket or app-only ticket, check the operator's evidence rules before relying on a screenshot.

For example, Southern's Delay Repay page lists different proof requirements for paper tickets, barcode tickets, Key Smartcards, other smartcards, Oyster, contactless, eTickets, mTickets and sTickets. That is a useful reminder that "mobile ticket" is not one universal evidence category.

Before you travel, make sure you can access at least one of:

• the live ticket in the retailer app
• a PDF version of the ticket
• the booking confirmation email
• the ticket number or barcode number
• the retailer receipt showing route, date and price

If the ticket is in someone else's account, ask them to send you the confirmation and ticket details before the claim deadline.

Booking references and receipts

A booking reference is not always enough by itself, but it is often the easiest way for the operator or retailer to identify the ticket. Keep it with the ticket image or receipt.

Strong booking evidence normally includes:

• booking reference
• ticket price
• journey date
• origin and destination
• ticket type
• number of passengers
• retailer name
• payment confirmation

If you bought several tickets in one transaction, make sure the claim evidence identifies the specific ticket for the delayed journey. A receipt showing only the total card payment may not prove which route, train or ticket type was involved.

For split tickets, keep every ticket and booking reference for the affected journey. The operator may need to see the full journey to understand why a missed connection caused the final arrival delay. We cover this in more detail in Delay Repay with split tickets and missed connection Delay Repay claims.

Worked example: a queried claim that was accepted on appeal

A passenger we worked with travelled London Bridge to Brighton on a peak Anytime Day Return, arrived 47 minutes late, and submitted a Delay Repay claim with only the booking confirmation email. The operator queried the claim because the email did not show the ticket number used at the barrier. The passenger appealed and added: (1) a photo of the paper ticket taken at the origin, (2) a screenshot of the live departure board showing the 32-minute departure delay, and (3) the National Rail journey planner result showing the scheduled arrival time. The claim was paid on appeal within 9 days. The lesson: a booking confirmation alone sits in Tier 2; layering Tier 1 ticket proof plus Tier 3 disruption screenshots is what cleared it. For more on appeal mechanics, see our why Delay Repay claims get rejected guide.

Smartcard Delay Repay claim evidence

For a smartcard delay repay claim, you usually need to prove both the smartcard identity and the ticket loaded to it. The exact rules depend on the operator and the smartcard scheme.

Common evidence includes:

• smartcard number
• receipt or booking confirmation for the ticket loaded to the smartcard
• journey history from the smartcard account, where available
• season ticket details
• ticket validity dates
• route or zones covered
• price paid

For weekly, monthly or annual season tickets the rules differ slightly. See our Delay Repay for season tickets guide for the daily rate calculation and the evidence operators expect from commuters.

Some operators can match their own smartcards more easily than cards issued by another company. Southern, for example, asks for the Key Smartcard number for its own Key Smartcard, but for a smartcard from another train company it asks for the card number plus the receipt or booking confirmation showing the ticket held on the card.

Do not rely only on a photo of the plastic card. The card number helps identify the medium, but it may not prove the exact ticket, price, validity period or route. Save the purchase receipt as well.

Oyster, contactless and pay-as-you-go journeys

For Oyster, contactless and pay-as-you-go travel, the evidence is usually a journey statement rather than a conventional ticket.

Keep a record that shows:

• date of travel
• touch-in station
• touch-out station
• fare charged
• card or account reference, with sensitive numbers hidden where possible
• any incomplete journey correction, if relevant

Do not upload full bank card numbers, security codes or unnecessary financial information. Operator forms generally need proof of the journey and fare, not your complete payment credentials.

If your journey involved National Rail and Transport for London payment systems, check the specific operator page. Evidence rules can differ depending on whether the delayed service was a National Rail train, London Overground, Elizabeth line, Gatwick Express, Thameslink, Southern, Great Northern or another service. Our train delay compensation by operator page covers each operator's threshold (15 vs 30 minutes) and the specific evidence formats they accept.

Screenshots worth taking after a delay

Screenshots are not a substitute for valid ticket proof, but they can support a claim or appeal when the facts are disputed.

Useful screenshots include:

• the live departure board showing the delay or cancellation
• the journey planner showing the replacement train you took
• the missed connection shown in an app
• platform information showing a cancellation or changed train
• disruption messages from National Rail or the operator
• the ticket in your app before it disappears
• your actual arrival time evidence, if the operator later assesses the wrong train

Use screenshots carefully. The strongest claim still starts with ticket evidence and accurate journey details. A screenshot of a delayed departure board does not prove you held a valid ticket for that journey.

What Railed can handle automatically

Railed is built to reduce the manual evidence chase. It monitors eligible delays and helps process Delay Repay claims automatically, so passengers do not have to remember every late arrival, find the right operator page and re-enter the same journey details weeks later.

You may still need to provide evidence when the operator requires it. For example, Railed may need a ticket image, booking confirmation, smartcard receipt or another proof document so the claim can be submitted correctly.

The advantage is that the journey monitoring and claim workflow are handled around the evidence, rather than relying on you to notice every qualifying delay from scratch. For regular rail passengers, that can make the difference between compensation being claimed and compensation being forgotten.

When evidence problems cause rejected claims

Delay Repay claims can be rejected for reasons that have nothing to do with whether the train was late.

Common evidence problems include:

• the ticket image is blurry or cropped
• the booking confirmation does not show the fare or route
• the ticket date does not match the claimed journey
• the passenger claims against the retailer instead of the operator responsible for the delay
• the smartcard number is provided without the ticket loaded to it
• the wrong train time is selected
• the claim duplicates another claim for the same ticket
• the operator assesses the journey against an amended timetable

If the operator rejects a claim and you think the evidence is valid, use the operator's appeal route first. Include the claim reference, a short explanation of the journey you actually made, and any missing ticket or connection evidence. Our why Delay Repay claims get rejected guide explains the most common rejection reasons and the exact wording that tends to overturn a refusal.

If the complaint cannot be resolved with the operator, the Rail Ombudsman says it investigates fairly and looks at the evidence provided. It generally becomes relevant after the operator has had a chance to respond, such as after a final response or after the applicable waiting period.

Quick evidence checklist by ticket type

Delay Repay evidence FAQs

Is a booking reference enough for Delay Repay?

Sometimes, but do not rely on it alone. A booking reference is strongest when it is shown alongside the ticket details, route, travel date, price and ticket type. If the operator cannot identify the ticket from the reference, it may ask for more proof.

Can I claim Delay Repay without a ticket photo?

Possibly, depending on the operator and the evidence you still have. A receipt, e-ticket PDF, booking confirmation or smartcard account record may be enough if it clearly proves the relevant journey. If the only evidence is incomplete, the claim is more likely to be queried.

What if the ticket barrier kept my paper ticket?

Use any remaining proof, such as a purchase receipt, booking confirmation or ticket collection email. If you know at the station that you will need to claim, ask staff whether you can keep the ticket or pass through a manual gate.

What evidence do I need for a smartcard delay repay claim?

You usually need the smartcard number and proof of the ticket loaded to it, such as a receipt, booking confirmation, season ticket record or smartcard account journey history. Operator-specific rules vary, especially when the smartcard was issued by another train company.

Do I need screenshots of the delay?

Screenshots of disruption can help, especially for appeals, but they usually do not replace ticket proof. Start with the ticket or payment evidence, then add screenshots if they explain a missed connection, cancellation or disputed arrival time.

Who do I claim from if I bought through a ticket retailer?

Delay Repay is normally claimed from the train company responsible for the delay, not the retailer that sold the ticket. If you did not travel and need a refund instead, that is usually handled through the retailer.

How long should I keep Delay Repay evidence?

Keep the evidence until the claim is paid and any appeal window has passed. If the operator rejects the claim, keep the ticket proof, journey screenshots, claim reference and emails until the appeal or complaint is resolved. For typical operator turnaround times, see how long Delay Repay takes.

Does the same evidence apply for cancelled trains?

Mostly yes, but cancelled trains can also fall under a refund route instead of Delay Repay. The evidence (ticket proof, route, date) is the same — the choice between routes depends on whether you travelled on a replacement service or abandoned the journey. We compare both routes in cancelled train refund or Delay Repay.

Bottom line

The best delay repay evidence is captured before it is needed: a ticket image, booking reference, receipt, smartcard record or journey statement that clearly matches the delayed trip. Aim for Tier 1 evidence on every trip, claim from the operator that ran the delayed train, and submit well inside the 28-day window.

For occasional journeys, a simple folder of screenshots may be enough. For regular travel, Railed can monitor eligible delays and help process Delay Repay claims automatically, with ticket proof added when an operator needs it. For the wider rules on thresholds, payment routes and ticket types, start with our Delay Repay guide and automatic Delay Repay explained.