Trainline Delay Repay: Who Do You Claim From?

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

If you bought a UK train ticket through Trainline and your journey was delayed, you usually claim Delay Repay from the train company that caused the delay, not from Trainline. Trainline is the ticket retailer. Delay Repay is normally handled by the train operating company responsible for the late arrival.

The main exception is when you did not travel and need an unused ticket refund. In that case, the refund route is normally the retailer that sold you the ticket, which may be Trainline.

That distinction is the answer to "Trainline delay repay who to claim from", but it is easy to mix up in practice. A delayed journey, a cancelled train, a missed connection and an unused ticket can all feel like the same problem when you are standing on a platform. The claim route depends on what happened next.

Quick answer

For a delay repay Trainline ticket, use this rule of thumb:

• If you travelled and arrived late, claim Delay Repay from the train company responsible for the delay.
• If you did not travel because of disruption and want your money back for the unused ticket, request a refund from the retailer that sold the ticket.
• If more than one train company was involved, claim from the company that caused the first delay to your booked journey.
• If you are unsure which operator ran the delayed service, check your Trainline booking, your ticket, National Rail journey details or the operator shown in the Trainline app.

National Rail's compensation and refunds guidance makes the same split: delayed passengers may be entitled to compensation from the train company that caused the delay, while unused ticket refunds normally go through the original retailer.

Why Trainline usually is not the Delay Repay payer

Trainline sells tickets for many UK train operators, but it does not run most train services. Delay Repay is compensation for arriving late on a rail journey, so it is normally assessed by the train company whose service delayed you.

Trainline's Delay Repay guide points passengers to the relevant train operator's compensation process, which matches how Delay Repay works in practice: the operator responsible for the delayed journey normally assesses the claim.

That means buying through Trainline should not stop you claiming Delay Repay. You still need proof of the ticket, but the claim usually goes to the operator.

The practical difference is:

• Trainline can usually help with booking details, ticket access and eligible unused ticket refunds.
• The train company usually decides Delay Repay eligibility, delay length, compensation amount and payment method.
• Railed can help by monitoring eligible delays and helping process Delay Repay claims automatically, so you are not relying on memory or manual forms.

Train company or Trainline refund: which one applies?

The phrase "train company or Trainline refund" often hides two different claims.

Delay Repay is compensation. It applies when you used the ticket, made the journey, and arrived late enough to meet the operator's compensation threshold.

A ticket refund is different. It usually applies when the ticket was unused, or when disruption meant you decided not to travel or could not complete the journey.

Use this table to choose the right route.

National Rail says that if you do not travel or cannot complete your journey because your train is delayed, cancelled or rescheduled, your unused ticket can be refunded by the original retailer. Its 2026 refund guidance also confirms that Delay Repay is separate and applies when you used the ticket to travel but were delayed.

How to claim compensation for train tickets bought through Trainline

To claim compensation for train tickets bought through Trainline, start with the train operator's Delay Repay page. Most operators have an online form.

You will usually need:

• the date of travel
• your origin and destination stations
• the scheduled train or journey you intended to take
• the train you actually took, if different
• your scheduled arrival time
• your actual arrival time
• proof of your Trainline ticket or booking reference
• your preferred compensation method

If you have an e-ticket in Trainline, take screenshots or download the ticket while it is still easy to access. If your ticket was collected at a station, keep the paper ticket or take a clear photo of it before you submit the claim. Our Delay Repay evidence checklist lists everything operators typically ask for.

Where the form asks where you bought the ticket, you can usually say Trainline or third-party retailer. That should not change the basic Delay Repay route, but the operator may ask for a booking confirmation or ticket image as evidence.

Which train company should you choose?

For simple journeys, choose the operator whose train was delayed or cancelled. For example, if your Trainline ticket was for a GWR service and that GWR service caused your late arrival, you would normally claim from GWR.

A common real example: a passenger books a London Paddington to Exeter ticket through Trainline. The GWR service is delayed by 45 minutes due to a signalling fault. Even though Trainline emailed the ticket, the Delay Repay claim still goes through GWR's online form, using the Trainline booking reference as proof of ticket.

For connecting journeys, the answer can be less obvious. Delay Repay is usually based on the delay to your arrival at the destination on your ticketed journey, not just the delay to one train. If the first train was late and that made you miss a valid connection, the responsible operator is normally the company that caused the first delay. See our missed connection Delay Repay guide for the detailed rules.

If you used several operators and are unsure who caused the delay, start with the operator whose service first disrupted the journey. National Rail also lists train company compensation pages, and operators can redirect claims where another company needs to handle them.

Be careful with informal guesses. If you claim from the retailer or the final train company when another operator caused the delay, the claim may be rejected or delayed.

How much can you claim?

Delay Repay amounts vary by operator, ticket type and delay length. Many UK operators offer compensation from 15 minutes, while some schemes start from 30 minutes. The Department for Transport's rail passenger compensation data says Delay Repay has been introduced on DfT-let rail passenger contracts and that all listed operators provide Delay Repay from 30 minutes, with some also providing it from 15 minutes.

Common single-ticket bands are often:

• 15 to 29 minutes: 25% of the ticket price
• 30 to 59 minutes: 50% of the ticket price
• 60 to 119 minutes: 100% of the ticket price
• 120 minutes or more: 100% of the ticket price

Those figures are a useful guide, not a promise for every journey. Return tickets, season tickets, split tickets, Rover and Ranger tickets, smartcard travel and some operator schemes can be calculated differently. Always check the train company's Delay Repay page before relying on a specific amount.

What if the train was cancelled?

A cancelled train can lead to either Delay Repay or a refund. The difference is whether you travelled.

If the cancellation meant you took a later train and arrived late, you may be able to claim Delay Repay from the train company responsible for the delay. If the cancellation meant you did not travel at all, you would normally request a refund from the retailer that sold the ticket.

This is where Trainline passengers often get stuck. The app may have sold the ticket, but the train operator assesses compensation for the late journey. The retailer handles many unused ticket refund scenarios.

If you are not sure which applies, ask one question first: did you use the ticket to travel? If yes, Delay Repay is probably the right route. If no, a retailer refund is probably the right route. Our cancelled train refund or Delay Repay guide walks through both routes side by side.

What if you used split tickets?

Split tickets can still be eligible for Delay Repay, but the claim can need more care. Keep every ticket coupon or e-ticket reference, not just the first one.

When you submit the claim, explain the full journey you were making and include the booked itinerary if you have it. If the first delayed train made you miss a valid connection, include the missed connection and the actual train you took afterwards.

The operator may calculate compensation against the ticket or tickets affected. Rules can vary, so avoid assuming that every split-ticket journey will be handled in exactly the same way. Our Delay Repay and split tickets guide covers the most common scenarios.

What if Trainline says to contact the train operator?

For Delay Repay, that is usually correct. Trainline's support guidance directs delayed UK rail passengers to the train operator's compensation process.

For an unused ticket refund, the answer may be different. If you bought through Trainline and did not travel because of cancellation or disruption, National Rail guidance points you back to the original retailer for the refund.

So the important wording is not "refund" in general. The important wording is whether you are claiming compensation for a delayed journey or a refund for an unused ticket.

What if the operator rejects your claim?

Read the rejection reason before starting a new claim somewhere else. Common reasons include:

• the claim was sent to the wrong operator
• the form used the wrong scheduled train
• the operator assessed the delay against an amended timetable
• the ticket evidence was incomplete
• the arrival delay was below that operator's threshold
• the claim was submitted after the operator's deadline
• the operator believed the connection was not valid

If the rejection seems wrong, use the operator's appeal route and include the missing detail. Our why Delay Repay claims get rejected guide covers each reason in more depth. The Rail Ombudsman may be able to look at unresolved complaints after the train company has issued a deadlock letter or has not resolved the complaint within 40 working days.

The Rail Ombudsman's complaint examples also show why evidence matters. In one example, an amended timetable affected the outcome; in another, a missed valid connection changed the compensation position. Keep a record of your itinerary, ticket and actual journey.

How Railed helps if you bought through Trainline

Railed is designed for passengers who are eligible for Delay Repay but do not want to track every delayed journey manually.

If you buy tickets through Trainline, you may still have to identify the operator, find the right Delay Repay page, upload the right proof and remember the deadline. Railed monitors eligible delays and helps process Delay Repay claims automatically, reducing the admin that causes many passengers to miss small but valid claims.

You may still need to provide ticket evidence or confirm details in some cases, especially where an operator needs proof of the specific ticket. But Railed's role is to make sure the claim does not depend on you remembering the delay weeks later.

For the wider rules, see our Delay Repay train compensation guide. For operator-specific thresholds, see train delay compensation by operator.

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About the author: This guide is maintained by the Railed editorial team. Railed is a UK Delay Repay service that helps rail passengers claim compensation for delayed journeys. Our team reviews UK rail compensation policies regularly and cross-checks guidance against National Rail, the Department for Transport, the Rail Ombudsman and individual train operator schemes.

Practical checklist

Before you claim Delay Repay for a Trainline ticket:

1. Confirm that you travelled and arrived late.
2. Check the arrival delay at your final destination, not just the first late train.
3. Identify the train company that caused the first delay.
4. Save your Trainline ticket, booking confirmation or collection receipt.
5. Note the scheduled train, actual train and any missed connection.
6. Check the operator's Delay Repay threshold and deadline.
7. Submit the claim through the train company's Delay Repay page.
8. Keep the claim reference and any email confirmation.
9. Appeal with evidence if the operator appears to have assessed the journey incorrectly.
10. Use Railed if you want eligible delays monitored and claims handled with less manual work.

FAQ

Do I claim Delay Repay from Trainline or the train company?

You usually claim Delay Repay from the train company responsible for the delay, even if you bought the ticket through Trainline. Trainline is normally the retailer, not the operator that assesses Delay Repay compensation.

Can I claim Delay Repay on a Trainline ticket?

Yes, buying through Trainline does not usually prevent a Delay Repay claim. You still need to meet the train operator's rules and provide proof of your ticket or booking.

When should I contact Trainline instead?

Contact Trainline when Trainline sold you the ticket and you need help with the booking, ticket access, amendments or an unused ticket refund. If you travelled and arrived late, the compensation route is normally the train operator.

What if my Trainline ticket covered more than one operator?

Claim from the operator that caused the first delay to your journey. If the first delay made you miss a valid connection, include that connection in the claim evidence.

Is Delay Repay the same as a refund?

No. Delay Repay is compensation for a journey you made but arrived late. A refund normally relates to an unused ticket, or a journey you did not make or could not complete because of disruption.

How long do I have to claim?

Many train companies require Delay Repay claims within 28 days, but deadlines and evidence rules can vary. Check the operator's own Delay Repay page as soon as possible after the journey.

What if the operator says the delay was below the threshold?

Check whether it used the correct destination arrival time and the correct timetable for that day. If a missed valid connection made you later than the operator calculated, appeal with the booked itinerary and actual journey details.

Can Railed claim automatically if I bought through Trainline?

Railed can monitor eligible delays and help process Delay Repay claims automatically. Depending on the operator and ticket evidence needed, you may still need to provide or confirm some details so the claim can be completed correctly.