Delay Repay: Train Delay Compensation Guide

Q: What is the deadline to claim Delay Repay?

The standard deadline is **28 days from the date of travel** for most train operating companies. A few operators allow longer windows, but 28 days is the safest assumption. Claims submitted after the deadline are routinely rejected, even if you would otherwise have been eligible.

Learn how Delay Repay train compensation works in the UK, how much you can claim, key deadlines and how automatic claims help.

By Railed10 April 202612 minute read

Last reviewed by the Railed editorial team: 15 May 2026.

Delay Repay is the train delay compensation scheme used by many UK rail operators. If you arrive late at your destination because a train was delayed or cancelled, you may be able to claim back part, or sometimes all, of the ticket cost.

That sounds simple, but most people still miss claims. The rules vary by operator, the claim forms ask for details you may not have to hand, and a small refund is easy to forget once the journey is over.

This guide explains how Delay Repay works, how much you may be entitled to claim, what evidence you usually need, and why automatic Delay Repay tools can help regular rail passengers avoid leaving money behind.

Key takeaways

Delay Repay is calculated on arrival delay at your final destination, not the delay of a single leg.
Most train operating companies pay from a 15 or 30 minute threshold, with set bands at 30, 60 and 120 minutes.
Claim from the train company that caused the delay, normally within 28 days of travel.
Keep ticket evidence, scheduled and actual arrival times, and any missed connection details.
Automatic Delay Repay only covers a narrow set of tickets — most passengers still need to claim manually unless they use a service like Railed.

What is Delay Repay?

Delay Repay is a compensation scheme for delayed train journeys. It is separate from a standard ticket refund.

A refund usually applies when you do not travel, for example because your train is cancelled and you choose not to make the journey. Delay Repay applies when you do travel, but arrive late enough to qualify for compensation.

National Rail describes Delay Repay as a nationwide scheme for participating National Rail services. The key point is that compensation is usually based on the delay to your arrival at your final destination, not just the delay to one train along the way.

Delay Repay does not cover every UK rail service. London Underground, DLR, Elizabeth line and London Overground journeys use TfL's own scheme with different thresholds and a different claim portal. If your delay was on a TfL service, see our tube delay refund guide.

That matters. If your first train is 10 minutes late but you miss a connection and arrive 35 minutes late, the compensation band is normally based on the 35-minute delay to the journey you were ticketed to make.

Who can claim Delay Repay?

You can usually claim Delay Repay if:

you had a valid ticket for the journey
you travelled on a participating National Rail service
you arrived at your destination late enough to meet the operator's threshold
you submit the claim within the train company's deadline
you claim from the train company responsible for the delay

The threshold is the part people often get wrong. Many operators offer compensation from 15 minutes, but not every operator uses the same starting point.

The Department for Transport's passenger compensation guidance says all DfT train operating companies provide Delay Repay from 30 minutes, while some provide Delay Repay from 15 minutes. In practice, that means you should check the Passenger's Charter or Delay Repay page for the operator that delayed your journey.

How late does a train need to be for Delay Repay?

For many UK train companies, Delay Repay starts once you arrive 15 minutes or more late. Other operators may start from 30 minutes, and the legal minimum compensation position is different again for delays of 60 minutes or longer under the National Rail Conditions of Travel.

The common Delay Repay bands are:

15 to 29 minutes: often 25% of a single fare, or 12.5% of a return fare
30 to 59 minutes: often 50% of a single fare, or 25% of a return fare
60 to 119 minutes: often 100% of a single fare, or 50% of a return fare
120 minutes or more: often 100% of a single or return fare

These bands are a guide, not a universal rule. Season tickets, carnet tickets, split tickets, multi-operator journeys and smartcard travel can be calculated differently. Some operators also pay compensation through bank transfer, card refund, PayPal, cheque or rail travel vouchers, depending on the claim route.

Delay Repay is based on arrival time

Delay Repay is normally calculated against the timetable in place on the day you travel. If an amended timetable was published in advance, such as for planned engineering works, your claim may be assessed against that amended timetable rather than the original one.

The important question is: when should you have arrived at your destination, and when did you actually arrive?

That means you should keep a note of:

the train you intended to take
the journey you actually made
your scheduled arrival time
your actual arrival time
any missed connections caused by the delay
the train company that caused the first delay to the journey

If your journey involved more than one operator, claim from the company that caused the delay. If you are unsure, National Rail says claims can be made to a train company you used, and the claim can be passed on where needed.

How to claim train delay compensation

Most Delay Repay claims are made online through the train company's claim portal. Some operators still provide paper forms or forms at staffed stations.

You will usually need:

your ticket, booking reference or proof of purchase
the date of travel
the origin and destination stations
the scheduled train time
the actual train or replacement journey taken
the length of the delay
your preferred compensation method

If you used an e-ticket, keep the email or app ticket. If you used a paper ticket, take a photo before it gets lost or thrown away. If you travelled on a smartcard or contactless account, make sure the journey history is visible and that you tapped in and out correctly where required.

Most train companies require Delay Repay claims within 28 days of travel. There are operator-specific details, so do not rely on memory. If the journey matters, check the train company's own Delay Repay page on the day you decide to claim. Our evidence checklist walks through exactly what to capture before you file, and our guide on how long Delay Repay takes to pay out sets expectations for the 20-working-day decision window.

Worked example: a typical Delay Repay claim

To make the bands concrete, here is a realistic example we see often.

A passenger has a £42 anytime single from Manchester Piccadilly to London Euston, booked with Avanti West Coast. The scheduled arrival was 11:08. The train left Manchester eight minutes late, then sat outside Stoke for a further 25 minutes, and the passenger eventually arrived at Euston at 11:46 — 38 minutes after the scheduled arrival.

The relevant delay is 38 minutes (arrival delay, not departure delay).
38 minutes sits in the 30 to 59 minute band.
Compensation is typically 50% of a single fare = £21.
The claim should go to Avanti West Coast, because Avanti operated the delayed service.
The deadline is 28 days from the date of travel.

If the same passenger had been on a return ticket, the band would normally pay 25% of the full return fare for a 30 to 59 minute arrival delay. If they had missed an onward connection at Euston and finally arrived at their actual destination 65 minutes late, the band would jump to 60 to 119 minutes and pay 100% of a single fare — see our missed connection guide for how that is calculated when more than one operator is involved.

Why Delay Repay claims get rejected

Delay Repay claims are usually rejected for practical reasons rather than because the passenger was never eligible.

Common reasons include:

the claim was sent to the wrong operator
the claim was submitted after the deadline
the ticket evidence did not match the journey
the journey was assessed against a temporary timetable
the arrival delay fell below the operator's threshold
the passenger claimed a refund because they did not travel, then also tried to claim Delay Repay for the same journey
the same ticket had already been compensated up to the maximum amount payable

The easiest way to reduce the risk of rejection is to capture the journey details while they are fresh. The longer you leave it, the harder it is to remember which train you planned to board, which train you actually boarded, and what time you arrived. We cover the most frequent rejection patterns we see in our guide to why Delay Repay claims get rejected.

Can you claim Delay Repay if the delay was not the train company's fault?

Often, yes. Delay Repay is designed to be simpler than older compensation schemes because many claims are payable regardless of the cause of the delay.

National Rail explains that Delay Repay can apply when you are delayed for any reason on a participating service. The National Rail Conditions of Travel also say you do not have to prove that the delay was the train company's fault when making a claim under the industry arrangements.

There are still exceptions and operator-specific rules, especially for shorter delays below 60 minutes. For example, some claims linked to amended timetables, planned works or circumstances outside the railway's control may be handled differently. The safest approach is to claim where you appear eligible and let the operator assess it.

Is Delay Repay automatic?

Sometimes, but not always.

Some train companies offer Automated Delay Repay for certain ticket types bought directly through their own website or app. For example, an operator may automatically detect that an eligible Advance ticket was delayed, then email you to confirm the claim details.

That is useful, but it is limited. Automated Delay Repay may only work when:

you bought the ticket directly from that operator
you used the same email address for the ticket and Delay Repay account
you opted in before the operator's cut-off point
the operator can match your ticket to the delayed train
your journey meets that operator's eligibility rules

If you buy tickets through different retailers, travel with multiple operators, use different ticket types, or simply forget to opt in, you can still end up doing the claim yourself. For a fuller breakdown of what each operator's automated scheme actually covers, see automatic Delay Repay: what it covers.

How Railed helps with Delay Repay

Railed is built for the gap between "you may be owed compensation" and "you actually claimed it".

Instead of asking you to remember every delayed journey, Railed monitors for eligible delays and helps process the Delay Repay claim for you. In most cases, you only need to sign up and let Railed do the repetitive checking and form-filling. Occasionally, you may need to provide a photo or ticket detail so the claim can be completed correctly.

That is the main benefit for regular rail passengers. A single small claim may not feel worth the admin. But over months of commuting, weekend travel, airport trains and long-distance journeys, missed Delay Repay compensation can add up.

Railed keeps the focus on the outcome: if your train delay means you are owed money, the claim should not depend on whether you remembered a form 20 days later.

Delay Repay checklist

Use this checklist after a delayed journey:

Check your scheduled arrival time.
Check your actual arrival time.
Work out which train company caused the first delay.
Keep your ticket, booking confirmation or smartcard journey record.
Check that operator's Delay Repay threshold.
Submit the claim before the deadline, usually within 28 days.
Choose your compensation method.
Save the claim reference in case you need to appeal.

If you do this manually, the best time to start is the same day you travel. If you would rather not keep track yourself, Railed can monitor eligible train delays and help claim the compensation for you.

Delay Repay FAQs

Is Delay Repay the same as a refund?

No. A refund usually applies when you do not travel or decide not to travel because of disruption. Delay Repay is compensation for a journey you did make, but which arrived late enough to qualify.

Can I claim Delay Repay for a cancelled train?

Usually, yes, if the cancellation meant you travelled and arrived late enough to qualify. If you did not travel at all, you may need to claim a ticket refund instead of Delay Repay. See cancelled train: refund or Delay Repay? for which route applies in each scenario.

Do I claim from the retailer or the train company?

Delay Repay is normally claimed from the train company responsible for the delay, not necessarily the retailer that sold the ticket. If you bought from a third-party ticket app, you can still often claim from the operator that delayed your journey. Our Trainline Delay Repay guide covers the most common retailer scenarios.

Can season ticket holders claim Delay Repay?

Yes, but the calculation is different. Operators usually work out a proportionate journey value for the season ticket, then apply the relevant delay band. Season ticket holders may also be able to create a Delay Repay account to make repeat claims faster. The maths and per-operator quirks are covered in our season ticket Delay Repay guide.

What if I used split tickets?

Split tickets can make claims more fiddly because you may have more than one ticket for the journey. Keep all ticket references and submit the full journey details so the operator can assess the delay correctly. See the split ticket Delay Repay guide for how operators expect each leg to be submitted.

What if the train company rejects my Delay Repay claim?

Check the rejection reason first. If the operator used the wrong train, missed a connection delay, assessed the wrong arrival time or rejected valid evidence, use the appeal route in the operator's Delay Repay portal and include the missing details. Our breakdown of why Delay Repay claims get rejected lists the top reasons we see and how to push back on each one.

What is the deadline to claim Delay Repay?

The standard deadline is 28 days from the date of travel for most train operating companies. A few operators allow longer windows, but 28 days is the safest assumption. Claims submitted after the deadline are routinely rejected, even if you would otherwise have been eligible.

Can I claim Delay Repay if my journey was disrupted by strikes or engineering works?

It depends. If an amended timetable was published in advance, your claim is normally assessed against that amended timetable. If your train was delayed beyond the amended schedule, you can still claim. Our strikes and engineering works guide covers how operators handle pre-planned disruption.

Does Delay Repay cover taxi or hotel costs from a missed connection?

Delay Repay itself only refunds part of your ticket cost. Out-of-pocket costs like an emergency taxi, hotel room or missed flight follow a separate consequential-loss route. See train delay taxi, hotel and flight costs for what is normally recoverable and how to evidence it.

Which operator pays the most Delay Repay?

Compensation bands are broadly similar across National Rail operators because they follow the same 15 / 30 / 60 / 120 minute structure. The practical differences are in starting threshold (15 vs 30 minutes), payment method and processing speed. Our Delay Repay by operator comparison shows the per-operator detail.