Delay Repay

From 1 April 2019 GWR has introduced the Delay Repay compensation scheme for passengers holding single, return and weekly tickets.

If you hold a valid single, return, or weekly ticket, you will be able to claim compensation for delays of 15 minutes or more, whatever the cause.

What is Delay Repay 15?

Delay Repay is a national compensation scheme across most train operating companies*. The scheme will compensate customers with single, return or weekly tickets who have been delayed more than 15 minutes. Customer details and favourite journeys can be saved when setting up an online Delay Repay account – making claiming even easier.

Register/log in to Delay Repay account

How can I claim on Delay Repay?

You can claim compensation using the online form, which is the quickest and most convenient way. If you choose to set up an account with us, then you won’t have to re-enter your personal details with each claim.

You can also complete a paper form by downloading here or you can collect a pre-printed form from any of our staffed stations.

What information do I have to provide to claim on Delay Repay?

In order for your claim to be processed and for us to get in touch with you once your claim has been assessed we will need to gather the following information:

  • contact information (e.g. email address, phone number, address)
  • proof of travel (e.g. picture of/original/print-out of ticket, bank statement, online smart card account screenshot or confirmation booking email)
  • details about your delayed journey (e.g. origin and destination station, time (as scheduled) leaving origin station, length of delay)
  • details of how you would prefer any compensation to be paid (options include: Rail Travel Voucher, BACS, credit/debit card, cheque)

How much money can I claim back via Delay Repay?

The level of compensation depends on the type of ticket you hold. Claims made within 28 days of the delay experienced, can expect to receive the following:

Length of delay

 
Compensation
 Single tickets
Return tickets
Weekly tickets
15 - 29 mins
25% of the cost of a single ticket
12.5% of the cost of a return ticket 25% of the cost of a single journey
30 - 59 mins
50% of the cost of a single ticket
25% of the cost of a return ticket 50% of the cost of a single journey
60 - 119 mins
100% of the cost of a single ticket
50% of the cost of a return ticket 100% of the cost of a single journey
over 120 mins
100% of the cost of a single ticket
100% of the cost of a return ticket 100% of the cost of a day's travel (2 single journeys)

How is compensation paid?

Repayment options made online include:

  • electronic bank transfer (BACS)
  • Visa debit/credit cards
  • Rail Travel Voucher
  • cheque

Repayment options for claims made by post however are more limited. If you don’t select a preferred method of repayment on the postal form, you can choose to be paid in Rail Travel Vouchers or a cheque only.

When can I expect to hear back from GWR on my claim?

Once you’ve submitted your claim we’ll get back to you as quickly as we can. How long that takes depends on how you submitted your claim. Using our online form is quickest, we receive your claim as soon as it's submitted and you can choose to have any compensation that is due, paid directly to your chosen debit card, or bank account. If you post your claim to us it will take a little longer as we have to wait for the claim to arrive and for any compensation due to be sent to you. We aim to deal with all claims submitted online within 4 to 5 days and claims sent to us via the post between 10 and 12 days.

*Train operating companies who will remain on the existing DR30 scheme, compensating for journeys delayed by 30+ minutes include: Virgin West Coast, Southeastern, East Midlands, TransPennine Express, Greater Anglia, LNER and CrossCountry. (Chiltern is on the old Passenger’s Charter arrangements.) ScotRail are also on DR30 though this is controlled by Transport for Scotland.