New Delay Repay rules aim to stop passengers missing out on £80m in compensation

Passengers will be able to claim delay compensation directly from ticket retailers under new reforms aimed at making it easier to get money back.

Train passengers will be able to claim Delay Repay compensation directly from wherever they buy their ticket, including third-party retailers like Trainline, under changes announced by the government.

The Department for Transport said compensation claim systems currently used by 14 different train operators will be merged into one service under Great British Railways, ending what it described as “confusion and frustration” for passengers trying to claim money back for delayed journeys.

Currently, passengers must claim compensation directly from the train operator that caused the delay, even if they bought their ticket elsewhere. Under the new system, claims can be processed through any retailer where the ticket was purchased.

The changes come as Trainline recently estimated that passengers are missing out on more than £80 million per year in compensation because access to “one-click” claims is limited to those who buy tickets directly from operators.

Nikki Stopford, co-founder of Consumer Voice said:

“This change should make claiming compensation much simpler, which is badly needed given passengers are missing out on millions each year. The key test will be whether it genuinely removes friction and helps more people get the money they’re owed. Until then, don’t assume it’s automatic – check your journey and submit a Delay Repay claim promptly.”

Find out more about your rights to train delay compensation, including how to claim and what you’re entitled to.

What’s changing for Delay Repay claims

Transport Secretary Heidi Alexander said: “When services are delayed, passengers should be able to easily claim the compensation they’re owed. These necessary changes will ensure people can claim Delay Repay compensation more quickly.”

The consolidated Delay Repay service will allow passengers to claim through third-party retailers for the first time. This means if you buy a ticket through Trainline, Trainpal or other retailers, you’ll be able to claim compensation directly through them rather than having to navigate to the relevant train operator’s website.

How Delay Repay currently works

Under the current Delay Repay system, most major UK train operators compensate passengers for delays of 15 minutes or more. The level of compensation depends on how long you’re delayed:

Delay Repay compensation rates:

• 15-29 minutes: 25% of a single ticket price
• 30-59 minutes: 50% of a single ticket price
• 60-119 minutes: 100% of a single ticket price
• 120 minutes or more: 100% of a single or return ticket price

You must claim within 28 days of your delayed journey. Most operators offer online claims through their website or app, and some now offer automatic compensation if you used contactless payment or bought tickets through their app.

For connecting journeys, compensation is based on your total delay in reaching your final destination, not individual train delays. You claim from the operator that caused the initial delay, not the connecting service you missed.

Read our full guide on how to claim train delay compensation.

New railcard validation checks coming

Alongside the Delay Repay improvements, the government announced that train passengers who buy tickets with railcard discounts will face additional validation checks from the second half of 2026.

Under trials expected to begin later this year, passengers who buy a discounted ticket from a machine will be asked to scan their railcard or enter details such as its number and their name. Those using a website or app with a registered account will only need to input the information once.

The Department for Transport said the checks will save about £20 million a year in lost revenue from people using railcards they’re not entitled to.

Every year, at least £350 million of taxpayers’ money is lost from fare-dodging on the rail network, according to the government. The DfT argues this money could be spent improving services rather than being lost to fraud.

Tighter refund rules for flexible tickets

From 1 April 2026, Off-Peak and Anytime tickets will only be refundable up to 11:59pm the day before they become valid for travel, unless services are disrupted.

Currently, passengers can obtain a refund by returning unused tickets to the place of purchase within 28 days of their expiry date, with no reason needed. The change is designed to tackle “refund abuse” – claims for tickets that have been used but not scanned or stamped.

The government said this will save around £40 million annually. Retailers will consider claims from ticket-holders unable to travel because of exceptional circumstances such as medical emergencies.

When will Great British Railways launch?

The changes will be implemented under Great British Railways (GBR), an upcoming public sector body that will oversee Britain’s rail infrastructure and train operation. GBR is expected to be operational by the end of 2026 at the earliest.

The government has positioned these changes as part of broader reforms to make rail travel “simpler and more reliable,” including freezing fares for the first time in 30 years and moving more train operating companies into public ownership.

Your rights to train delay compensation

Passengers are missing out on an estimated £80 million a year in delay compensation. If your train is delayed or cancelled, you have legal rights to refunds and compensation under the Rail Passenger Rights Regulation 2007 and Consumer Rights Act 2015.

You can claim a full refund if:

• You decide not to travel because your train is delayed by 60 minutes or more, or cancelled
• You claim from the company you bought your ticket from

If you travel and arrive late, you can claim compensation for:

• Delays of 15 minutes or more with most major operators (some smaller operators start at 30 minutes)
• The exact amount depends on your ticket type and length of delay
• Season ticket holders can also claim for individual delays

What you’re entitled to while you wait:

• Free refreshments if delayed by more than 60 minutes
• Overnight accommodation if you’re delayed overnight and can’t complete your journey
• Alternative transport arrangements for cancelled or severely delayed trains
• Clear information about delays and expected resolution times

For full details on how to claim, what you’re entitled to, and how to complain if things go wrong, read our complete guide to train delay compensation.