Claim train delay compensation: refunds, cancellations and Delay Repay.
Last updated on 25 June 2026
In this guide…
What you need to know about your train rights
*The Rail Passenger Rights Regulations cover delays and cancellations. The Consumer Rights Act 2015 applies where services are not delivered with reasonable care and skill.
The National Rail Conditions of Travel set out your rights and obligations as a passenger. Train companies also publish passenger charters explaining the standards of service you can expect.
Your rights to refunds and compensation
Train passengers in the UK are missing out on £80m a year in delay compensation. You may be entitled to a full refund or compensation if you arrive late to your destination due to delayed or cancelled trains.
If you decide not to travel due to a delayed or cancelled train then you can claim a full refund from the company you bought your ticket from for delays of 60 minutes or more.
If you decide to travel and arrive late then you will be able to claim compensation. You will need to make a claim from the train company causing the delay – see How to claim compensation using ‘Delay Repay’.
The exact amount might vary between train companies but all will offer compensation. The level of compensation will also vary depending on the type of ticket you have. For instance, compensation for a season ticket will be calculated differently to a single day ticket.
The length of the delay will also impact the level of compensation you can claim, which also varies by train company. The National Rail Conditions of Travel set out the minimum levels of compensation you can expect due to delays or cancellations:
| Time delayed1 | Single ticket | Return ticket |
| 15 to 29 minutes2 | 25% of the ticket price | 12.5% of the ticket price |
| 30 to 59 minutes | 50% | 25% |
| 60 to 119 minutes | 100% | 50% |
| 120 minutes or more | 100% | 100% |
1 Overall time delayed in reaching your destination. 2 Most major operators now offer compensation from 15 minutes, but some smaller operators start at 30 minutes. Check your operator’s specific Delay Repay policy.
Delay Repay 15 vs Delay Repay 30:
Most major UK train operators now offer ‘Delay Repay 15’, which means you can claim compensation for delays of 15 minutes or more. This includes operators like Avanti West Coast, CrossCountry, GWR, LNER, Northern, ScotRail, Southeastern, Southern, South Western Railway, Thameslink and TransPennine Express.
Some smaller operators still use ‘Delay Repay 30’, starting compensation at 30-minute delays. Always check your specific operator’s policy on their website.
Important for connecting journeys:
Compensation is based on your total delay in reaching your final destination, not individual train delays.
For example: If your first train is 10 minutes late causing you to miss your connection, and you arrive at your final destination 45 minutes late, you claim for a 45-minute delay (50% compensation for a single ticket) – not a 10-minute delay.
You can claim even if you had separate tickets for your connecting journey, as long as you can show the connection was reasonable (e.g., National Rail journey planner suggested it, or there was adequate connection time).
Which operator do you claim from? Claim from the operator that caused the initial delay, not the connecting service you missed.
Compensation for season ticket holders
Compensation for season ticket holders is different. Some companies will offer a renewal discount if punctuality and reliability performance has been poor. Some companies will also allow you to claim for individual delays. Check with your train company.
Your train company will work out the value of a single journey if you own a season ticket. Your season ticket typically covers the following number of journeys:
| Type of season ticket | Number of single journeys covered |
| Weekly | 10 |
| Monthly | 40 |
| Annual | 4641 |
| Flexi | 16 |
1 This assumes you will travel over some weekends as well as in the week
The cost of your season ticket will be divided by the number of journeys. The percentage of compensation you can claim will then be applied to this single ticket cost. For example, you can claim £6 in compensation against a single journey cost of £12 if you have a £120 weekly season ticket and your arrival was delayed by 30 minutes.
What you’re entitled to while you wait
Train companies have legal obligations to look after you during delays and cancellations:
Information:
- Train companies must keep you informed about delays, cancellations and disruption
- You should be told how long the delay is expected to last
- Information must be provided at stations, on trains and through digital channels
- If information isn’t provided adequately, mention this in any complaint
Free refreshments:
- You should be offered free refreshments (water, tea, coffee, snacks) if delayed by more than 60 minutes
- This applies whether you’re waiting at a station or stuck on a train
- Not all operators consistently provide this – ask station staff or on-board crew
- Failure to provide refreshments can be grounds for additional complaint
Overnight accommodation:
- If you’re delayed overnight and can’t complete your journey, the train company must provide hotel accommodation or pay for reasonable hotel costs
- This includes transport to and from the hotel
- Keep all receipts if you book accommodation yourself – you can claim these costs back
- This applies if the last train is cancelled or delayed, leaving you stranded
Alternative transport:
- If your train is cancelled or severely delayed, ask about alternative transport (taxis, buses or other rail services)
- For long-distance services, operators may arrange coaches or taxis to complete your journey
- If you’re stuck mid-journey, you’re entitled to transport to your destination station
- If alternative transport isn’t offered, you may be able to claim reasonable taxi costs – keep receipts and get authorization from station staff if possible
Alternative routes:
Some restrictions on ticket validity may be relaxed during major disruption
During disruption, your ticket may be valid on alternative routes or other operators’ services to complete your journey
Check with station staff or the National Rail Enquiries app about alternative routes
How to claim compensation using Delay Repay
Most companies operate a Delay Repay compensation scheme to make it easier to claim compensation for delays caused by late or cancelled trains. You can use Delay Repay for all ticket types – including season tickets – and for whatever the cause of the delay.
How to claim using Delay Repay:
Time limit: You must claim within 28 days of your delayed journey. Don’t wait – claim as soon as possible.
How to claim:
- Most operators offer online claims through their website or app (quickest method)
- You’ll need your ticket details or booking reference
- Some operators now offer automatic compensation if you used contactless or Oyster (London area) or bought tickets through their app
- You can also claim by post using forms available on operator websites
What you’ll need:
- Proof of travel (ticket, booking confirmation, or ticket receipt)
- Details of your journey (date, departure station, destination, train time)
- Delay Repay form (available on operator websites)
How you’ll be paid:
- Compensation can be paid as a bank transfer, vouchers, or refund to your payment card
- Some operators default to vouchers – you can usually request cash instead
- Payment typically takes 5-20 working days depending on the operator
Automatic Delay Repay:
Some operators now offer automatic compensation if you:
- Used contactless payment (London area services)
- Bought your ticket through the operator’s app with an account
- Have a smartcard season ticket registered to your account
Check if your operator offers automatic compensation – you may not need to claim manually.
Train companies who do not follow the Delay Repay scheme will still offer compensation. But, under law, these companies don’t need to offer compensation if the delay was not caused by the rail industry – for example, due to bad weather or trespassing on the line.
Under Delay Repay schemes, you usually can claim whatever the cause. However, there are some exceptions:
You cannot claim if:
- You were informed of the delay or cancellation before buying your ticket and chose to travel anyway
- You missed your train and the next service was delayed (compensation only applies to the train you actually traveled on)
- The delay was caused by you (e.g., you were late to the station)
- You don’t claim within 28 days
Some non-Delay Repay operators may not pay if delays were caused by:
- Severe weather (storms, flooding, heavy snow)
- Strikes or industrial action
- Trespassers on the line
- Police or emergency services activity
- Vandalism or cable theft
- Passenger illness on trains
However, most major operators now use Delay Repay which pays compensation regardless of the cause, making it much simpler for passengers.
Visit the website of the train company you’re claiming from to find out more.
Information about refunds and compensation can usually be found in the help section.
How to complain about train companies
Any complaint about your train company must first be made directly to the train company. You should expect a reply within 20 days.
If you’re unhappy with the service, compensation offered, or how your claim was handled, follow this complaints process:
Step 1: Complain to the train operator (0-40 days)
Start by contacting the train company directly. Most operators have online complaint forms, or you can write/email.
Include in your complaint:
- Your journey details (date, train time, departure and destination stations)
- What went wrong (delay, cancellation, poor service, facilities, staff behavior)
- How it affected you (missed appointments, had to pay for alternative transport, overnight stay costs)
- What you want (compensation, refund, explanation, policy change)
- Copies of tickets, receipts for expenses, and any evidence (photos, screenshots)
The train company must respond within 20 working days. If they don’t, or if the response is inadequate, you can escalate.
Step 2: Escalate to the Rail Ombudsman (after 40 working days)
If you haven’t received a satisfactory response after 40 working days, you can escalate your complaint to the Rail Ombudsman:
- Free, independent service that investigates complaints about train operators
- You must have first complained to the train operator and either received an unsatisfactory response or had no response after 40 working days
- The Rail Ombudsman can award compensation up to £2,500
- Train companies must comply with the Ombudsman’s decisions
- The process typically takes 4-8 weeks
How to contact the Rail Ombudsman:
- Website:railombudsman.org
- Phone: 0330 094 0362
- Post: FREEPOST RAIL OMBUDSMAN
What the Rail Ombudsman can do:
- Award additional compensation beyond Delay Repay
- Order the company to apologize
- Recommend changes to company policies
- Award compensation for poor complaint handling
What the Rail Ombudsman cannot do:
- Review complaints about Transport for London (use TfL’s own process instead)
- Investigate claims already in court
- Consider complaints about pricing or government rail policy
Step 3: Other escalation options
Office of Rail and Road (ORR):
- The ORR regulates the rail industry but doesn’t handle individual complaints
- You can report systemic issues or safety concerns to the ORR
- Website: www.orr.gov.uk
Transport Focus:
- An independent watchdog representing rail passengers
- Can provide advice but doesn’t resolve individual complaints
- Useful for understanding your rights
- Website: www.transportfocus.org.uk
Small claims court:
- As a last resort, you can take legal action through small claims court
- Only consider this if the Rail Ombudsman hasn’t resolved your case
- For claims under £10,000 (England and Wales) or £5,000 (Scotland)
- You’ll need to pay court fees (but can recover these if you win)
- See our guide to small claims court for more information
If you don’t get a response or a satisfactory reply, you can escalate your complaint to the Rail Ombudsman after 40 days. The train company must abide by any decision made by the Ombudsman.
Following the tips from the Office of Rail and Road to help you make your complaint.
Your rights during strikes and industrial action
Train strikes have become more frequent in recent years. Your rights during strikes are different from regular delays:
If you decide not to travel:
- You can get a full refund on Advance tickets if the train you booked is cancelled or you choose not to travel due to strike action
- Anytime and Off-Peak tickets can be refunded at any time before their expiry date, whether there’s a strike or not
- Season ticket holders may be entitled to compensation for days when no reasonable service was provided
If you still travel:
- You usually cannot claim Delay Repay compensation for delays caused by strikes, although policies vary by operator – so it’s worth checking your train company’s website.
- Your ticket may be valid on alternative dates or routes – check with your operator
- Some operators waive ticket restrictions during strikes (e.g., using Anytime tickets on different services)
Advanced notice:
- Train operators must give notice of strikes well in advance
- Check before you travel during planned strike action
- Many operators publish revised timetables showing which services will run
How to check for strikes:
- National Rail website: www.nationalrail.co.uk
- Your operator’s website or app
- News websites and travel apps
- Sign up for journey alerts from your operator
Frequently Asked Questions about Trains compensation
You must claim within 28 days of your delayed journey. Do not wait, claim as soon as possible after travelling.
Yes. As long as you arrived at your final destination late, you can claim – even if the delay was caused by missing a connection rather than your original train being late.
You can still claim, as long as you can show the connection was reasonable, for example, it was suggested by the National Rail journey planner or there was adequate time between services.
Claim from the operator that caused the initial delay, not the connecting service you missed.
It depends on your operator. Most major UK train operators now use Delay Repay, which pays compensation regardless of the cause of the delay. Some smaller operators that do not use Delay Repay may not pay out if the delay was caused by severe weather, strikes, trespassers on the line or emergency services activity. Check your specific operator’s policy.
No. You cannot claim Delay Repay compensation for delays caused by strikes. However, if the train you booked is cancelled due to strike action and you choose not to travel, you can claim a full refund.
Yes. You will need proof of travel, your ticket, booking confirmation or receipt, along with details of your journey including the date, departure station, destination and train time.
Compensation can be paid as a bank transfer, vouchers or a refund to your payment card. Some operators default to vouchers, you can usually request cash instead. Payment typically takes 5 to 20 working days depending on the operator.
Not always. Some operators offer automatic compensation if you used contactless payment on London area services, bought your ticket through the operator’s app with an account or have a smartcard season ticket registered to your account. Check whether your operator offers automatic compensation.
No. If you were informed of the delay or cancellation before purchasing your ticket and chose to travel anyway, you are not eligible to claim compensation.
About Consumer Voice
Consumer Voice helps people get back money they may be owed when companies get it wrong. We explain your rights clearly, so you can understand whether you may be owed compensation, whether you can join a claim, and what steps to take next.
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