Claims can be declined for many reasons. We’ll explain this when we reply. Delay Repay can only deal with claims for delayed journeys. If you would like to claim for any other reason, please get in touch.
Get in touch with our Customer Support team
Common reasons for turning down a claim are:
Your claim was submitted outside of 28 days
Under our Passenger’s Charter and the National Rail Conditions of Travel, to qualify for compensation you must make the claim within 28 days of completing the relevant journey.
Your ticket was not valid for the journey you have claimed for
Proof of purchase provided is not acceptable
We couldn’t identify the journey details, ticket type, amount paid, and ticket number (for paper tickets)
We were unable to find a delay of 15 minutes or more
The delay occurred with a different train operator
- you gave us details of the train you travelled on, rather than the one you planned to board
- there were planned engineering works in place which meant that the timetable was amended. Compensation is not usually offered during planned engineering
- the date of the journey was incorrectly entered
We can only deal with claims which were initially caused by GWR. If we find that the delay was caused by a different train company, we will pass the claim to them and let you know.
We offer compensation to a maximum of a full day’s travel (pro-rata)
You can’t claim more than the amount you paid for the ticket. Further claims will be rejected if the full cost of a ticket has already been paid
If you have more information to give us, need to change any details, or think we’ve made a mistake, you can appeal. Log in to your Delay Repay account or click on the link in the email we send you. We’ll look at your claim again and get back to you as soon as we can.