Train delays: your rights and how to claim compensation

Train delay compensation is money you can claim back when your train arrives late. Passengers can usually claim compensation under train company Delay Repay schemes and the National Rail Conditions of Travel. You typically receive 25% to 100% of your ticket price depending on how many minutes late you arrive, and you can usually claim regardless of the reason for the delay, depending on the operator’s compensation scheme. This guide explains exactly when you qualify, how much you’re entitled to, and the step-by-step process to claim successfully.

Quick answer: What compensation can you get for a delayed train?

• 15–29 minutes late: 25% of your ticket price (where Delay Repay 15 applies).
• 30–59 minutes late: 50% of your ticket price.
• 60+ minutes late: 100% of your ticket price.

You can usually claim if:

• you have a valid ticket.
• your train arrived late at your final destination.
• you submit the claim within the operator’s deadline (typically around 28 days).

Most operators respond to claims within about 20 working days.

Compensation schemes and passenger rights are overseen by the Office of Rail and Road (ORR), the independent regulator for Britain’s railways.

If your claim is rejected or takes longer than 40 working days, the Rail Ombudsman provides free independent dispute resolution and can issue decisions that operators are required to follow.

Do you qualify for train delay compensation?

Most UK train passengers can claim compensation if they arrive more than 15 minutes late under Delay Repay, although some operators still use a 30-minute threshold. Check whether your journey meets these basic criteria before proceeding.

Eligibility checklist:

• You have a valid ticket for the delayed journey.
• Your claim is made within 28 days of the journey.
• You are claiming from the correct train company that operated your service.
• Your train arrived at your final destination 15+ minutes late (or later than scheduled), or your operator uses a 30-minute threshold.
• The delay may be excluded under the operator’s compensation policy if it was caused by circumstances outside the railway industry’s control.

How much compensation can you get for a delayed train?

Your compensation depends on your ticket type and how many minutes late you arrived at your final destination. Train operators measure delays from your scheduled arrival time to actual arrival, including replacement bus services. Connecting train delays are calculated separately (see below).

Single tickets:

• 15–29 minutes late (where Delay Repay 15 applies): 25% of ticket price (e.g., £20 ticket = £5).
• 30–59 minutes late: 50% of ticket price (e.g., £20 ticket = £10).
• 60+ minutes late: Full refund (e.g., £20 ticket = £20).

Return tickets:

Operators calculate compensation as 25% or 50% of the outward single fare only, not the full return price. For a £40 return ticket (£20 per leg), a 15–29 minute delay = 25% of £20 = £5, not £10.

Season ticket holders:

Compensation is calculated on the cost of one single day ticket for your route, not your season ticket price. If a day single costs £15, a 30–59 minute delay = £7.50, regardless of your £500 monthly season ticket cost.

Delay Repay: The national scheme explained

Delay Repay is the standard compensation scheme used by most UK train operators. The scheme operates alongside the National Rail Conditions of Travel, which set minimum passenger compensation rights across the rail network.

Delay Repay covers:

• Delays of 15+ minutes (or 30+ minutes where that threshold applies).
• Delays for any reason, including strikes, weather, accidents, and signalling failures.
• All ticket types: advance, off-peak, anytime, day, season tickets, and railcard discounts.
• Single and return journeys (calculated separately if both are delayed).

Which train companies participate in Delay Repay:

Most major UK train operators now use Delay Repay schemes, including Avanti West Coast, GWR, Southern, LNER, Southeastern, Thameslink, and 20+ others. For a complete and current list of participating operators and their individual schemes, visit the National Rail website compensation page.

April 2026 rule change: Unused flexible tickets can only be refunded before the day of travel. Delay Repay compensation remains unchanged.

How to claim train delay compensation

Most claims are processed online and take 15–20 working days. Follow these steps to submit a claim that train operators can process successfully.

1. Find your train operator: Check your ticket for the operator’s logo (not the ticket retailer). Search “[Company Name] Delay Repay” online or use the National Rail operator finder.
2. Go to their Delay Repay portal: Visit the operator’s website and find their compensation section. Most have online claim forms. Postal claims are available if you prefer.
3. Gather your ticket details: You’ll need: journey date, departure station, destination station, ticket type, and ticket price. Have your ticket handy.
4. Upload your ticket proof: Take a clear photo or scan of your ticket showing the price and date. Digital photos are fine. Submit via their online portal or by post.
5. Submit within 28 days: Count 28 days from the day after your journey. Claims submitted after the operator’s deadline (usually 28 days) may be rejected. Submit early to avoid the deadline.

Common reasons train delay claims are rejected (and how to avoid them)

Train operators reject a proportion of claims. Most rejections can be prevented by providing clear evidence and meeting deadlines.

Below are the main reasons claims are not accepted and how to address them:

• Missing or poor evidence: Train operators need a clear photo or scan of your ticket showing fare, date, and operator. Blurry images are rejected. Fix: Use your phone camera in good light. Zoom in to confirm all details are legible before submitting.
• Wrong train company: You must claim from the operator who ran the train, not your ticket retailer (e.g., Southern, not Trainline). Fix: Check your ticket for the operator’s logo. Contact your retailer if unsure which company operated your service.
• Submitted after 28 days: Claims submitted after the deadline are often rejected by operators. The 28-day clock starts the day after your journey. Fix: Set a phone reminder on travel day. Claim within 7 days to stay safely within the deadline.
• Circumstances outside industry control: Operators may refuse compensation for delays they claim were beyond their control (extreme weather, security incidents, certain industrial action). Policies vary by operator. Fix: Check your operator’s Passenger Charter to understand their specific exclusions. If rejected unfairly, you can appeal.

Missed connections & onward journeys

If a delayed train causes you to miss a connecting train, flight, or onward journey, compensation depends on ticket type and how your journey was booked. The key rule is that compensation is calculated based on the delay to your final booked destination, not just the first delayed train.

• Missed connecting trains (same ticket) If you booked a through-journey (London to Edinburgh via Newcastle) and the first delay caused you to miss the connection, compensation is based on your final destination arrival time (Edinburgh). You claim for the total delay to Edinburgh, even if you took a later connection.
• Missed flights due to train delays Train compensation covers only the train journey, not the flight cost or rebooking fees. If your train delay causes you to miss a flight, Delay Repay cannot cover the flight expense. What you can do: Check your travel insurance policy. You may also explore whether a claim for consequential loss might be possible through legal advice, though this is complex.

Example scenario:

Train delayed 90 minutes → you miss flight → train operator pays: £15–£50 (compensation for train delay). Flight rebooking cost: not covered by Delay Repay (claim under travel insurance instead).

FAQs

How do I claim compensation for a delayed train? Go to your train company’s website, find their Delay Repay portal, complete the online form with your journey details and ticket photo, and submit. Processing takes 15–20 working days. Most operators accept claims up to 28 days after travel.

How much compensation can I get for a delayed train? Compensation depends on delay length and ticket type. For a 30–59 minute delay on a £30 single ticket, you get 50% = £15. For 60+ minutes, you get full compensation = £30. Season tickets are compensated based on an equivalent single day fare, not the season ticket price.

How long after a train delay can I claim compensation? Most operators require claims within around 28 days from the day after the journey. Claims submitted after the operator’s deadline are usually rejected. Set a phone reminder on your travel date to help meet the deadline.

This guide provides general information and does not constitute legal advice. For specific legal advice on your situation, consult a qualified solicitor.

In most cases, claiming train delay compensation is quick and straightforward. Submit your claim through the operator’s Delay Repay portal, keep your ticket evidence, and escalate to the Rail Ombudsman if the operator rejects a claim you believe is valid.

Ready to claim?

Qredible’s network of consumer rights solicitors can review rejected claims, advise on disputed decisions, or escalate disputes to the Rail Ombudsman on your behalf.

NEXT STEPS:

• Find your operator’s Delay Repay portal. Search “[Company Name] Delay Repay” and bookmark the page. Most claims take 5 minutes to submit online.
• Gather your ticket proof. Take a clear photo of your ticket showing fare, date, and operator. Store it safely; you’ll need it for your claim.
• Set a 28-day reminder. Mark your calendar or phone. Claims submitted after day 28 are rejected automatically. Claim within 7 days if possible to avoid the deadline pressure.