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.
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
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
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.
Can I submit more than one Delay Repay claim at a time?
Yes, if you use the online form, you can submit up to five claims. Each claim is processed separately so you will receive a separate contact for each claim you make, and they may be processed at different times.
Can I make several claims on one form?
Yes. You can claim for up to five delayed journeys on a single online claim form.
Will I need to re-enter my details on every claim?
You won’t need to if you set up an account.
If you process a claim as a guest, then you will need to refill all of your details into the site.
Paper tickets simply operate the automatic ticket barriers according to pre-set rules on the gates depending upon the product held on the ticket, no information about the journeys people make can be obtained from our ticket gates. That’s why we rely on customers to tell us about the delays they have experienced. As TfL operate Oyster and contactless payment schemes, we don’t have access to any journey information so we need you to supply it.
Can I change my payment preference once my Delay Repay claim has been submitted?
No, we cannot change the option you have chosen so please make sure you select the right one for you when filling in your claim.
Can I use my American Express card?
Unfortunately, we are unable to offer Delay Repay repayments back to American Express cards.
If a cancellation causes your journey to be delayed by 15 minutes or more, then you are entitled to compensation.
We will assume you were able to take the next available train unless you give us more information.
If your train has been cancelled and you have not used your ticket, you are eligible for a refund rather than compensation through Delay Repay.
What if I am delayed on a journey that involves more than one train?
If you are travelling with more than one train operator and you experience a delay, it is important that you make your claim for compensation to the operator that caused the initial delay.
It is important that you leave sufficient time to maintain connections (including crossing London connections). Compensation will only be paid for missed connections when enough time has been left to meet the connection and you hold a ‘through’ ticket that covers the entire journey. Further details can be found here.
Claiming compensation from other train companies and TfL
It is important that you claim compensation for any delays from the operating company that you travelled with and on whose service you were delayed. You will need to provide them with details of your ticket.
If you are unsure who that was, see if you have a receipt, or confirmation email from when you bought the ticket. This will usually show the name of the train operating company you were travelling with when you were delayed.
Does Delay Repay apply to Oyster pay as you go - can I still claim?
Yes. If you’ve travelled on our services and your journey has been delayed by more than 15 minutes you can claim.
You do need to provide a copy of your Oyster statement showing the journey(s) you are claiming for. Statements are available online from the TfL website or from a London Underground ticket office.
The compensation we offer exceeds that which is set out in the National Rail Conditions of Travel.
You cannot recover the same money twice, but you may be entitled to recover up to the price of your ticket where you can demonstrate that a service has not been delivered with reasonable care and skill.
If you feel you may be eligible for further payment please contact our Customer Support team with the full details of your claim via our online form.
How do I make a claim on behalf of someone else (e.g. children) if we travelled together?
We understand that it isn’t always possible or practical to claim individually, for example, when travelling with children. Our online form allows you to make up to five claims in one submission as follows:
After you have made a claim for yourself using the ticket you travelled on, select ‘add another claim’
Choose ‘copy details from claim 1’ which will populate the same journey information
Make sure you give the correct ticket information for the other person who travelled following the onscreen instructions. If you give the same ticket information more than once the claim will be rejected as a duplicate.
If you need to make more than five claims, simply repeat the process. Each claim submission is assessed separately so you may hear from us at different times.
Monthly & longer Season Ticket holders will remain on the current compensation scheme at the present time.
This means compensation is triggered when GWR’s performance falls below pre-agreed levels passengers will continue to receive the same level of compensation in the form of a season ticket discount as they have done previously.
Why are you delaying the introduction of DR15 to Season Ticket holders?
This builds on feedback from passengers and lessons learned from previous introductions that season ticket holders would prefer to continue receiving discounts on renewal of their season tickets where this is triggered by sustained poor performance.
The retention of Passenger’s Charter will ensure that monthly and longer season ticket holders continue to receive an equivalent level of compensation as now until performance improves.
When will monthly & longer Season Ticket holders move onto Delay Repay?
Monthly & longer Season Tickets will transition subject to performance improving on a sustained basis.
How can compensation claims be made?
Existing monthly or longer Season Ticket holders will remain on the current arrangements at the present time; and will continue to receive a performance-related discount when the required performance has not been achieved.
Why aren’t Season Ticket holders being moved now? Will they lose out if they are on the current charter arrangements?
Monthly & longer Season Ticket holders will continue to receive discounts on renewal of their ticket as before. We will provide further information when their scheme will be transitioned to the national scheme.
The Department for Transport is working with the rail industry to move to the national scheme where appropriate and where it represents best value for the taxpayer. Passenger’s Charter has been a robust and reliable mechanism on appropriate routes for a number of years and it is important that the move to the national scheme is smooth and minimises any disruption to passengers claiming.
Why are monthly or longer Season Ticket holders not getting a better deal on compensation than all other passengers?
Monthly or longer Season Ticket holders will continue to benefit from the discounts as they do now, this is not changing. Other ticket holders will benefit compared to the old system because the threshold for claiming will be lower at 15 minutes and there will be no exclusions as exist under the old scheme, so passengers can claim whatever the cause of delay or cancellation.