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Train Delays
If your train arrives late you can usually claim Delay Repay from the train company that ran it, often from a 15-minute delay, for 25% to 100% of your ticket price. Claim within about 28 days, and if the company does not put it right you can take it to the free Rail Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Claiming Delay Repay
What Delay Repay Is
Most train companies run Delay Repay: you can claim compensation when your train reaches your destination late. Many start at 15 minutes, but the threshold and rules are set by each company, so check the one that ran your train. source
How Much You Get
As Great Western Railway states it: 15 to 29 minutes late, 25% of a single or season ticket and 12.5% of a return; 30 to 59 minutes, 50% of a single and 25% of a return; 60 to 119 minutes, 100% of a single and 50% of a return; 120 minutes or more, 100% of a single or return and 200% of a season ticket. Other companies' figures may differ. source
Tickets That Count
Tickets that count usually include singles, returns, season tickets (weekly, monthly, annual and flexi), carnets, smartcards and eTickets. Check your company's list. source
How to Claim
You claim from the train company that ran the delayed train, normally online with proof of your journey. Great Western Railway says late claims are typically rejected, so claim quickly. source
How You Are Paid
Compensation can usually be paid by bank transfer, card, cheque, voucher or a charity donation. Paper claims at staffed stations are often limited to cheques or vouchers. source
If You Are Unhappy
The Rail Ombudsman
If you are unhappy with how the train company handled your complaint, the Rail Ombudsman is free and independent. Allow the company 40 working days to resolve your complaint, or until it sends a final response (a deadlock letter) if that comes sooner. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 15 minutesDelay needed to start a Delay Repay claimOften 15 minutes late at your destination; some companies differ, so check yours
- 28 daysClaim Delay RepayTypically within 28 days of the delay; late claims are usually rejected
- 40 working daysWait before going to the Rail Ombudsman40 working days from your complaint, or until the company sends a final response (deadlock letter)
Where to Go If It Is Not Put Right
Free routes to escalate, and when each one applies.
The Train Company's Complaints Team
Your Delay Repay claim is rejected or unpaid, or you want to complain about a cancelled or very late train.
Rail Ombudsman
After 40 working days, or once you have a final response (deadlock letter), if the train company is a member of the scheme.
Steps to Take
Step 1 of 6
Keep your ticket or booking and note the date, the train, the scheduled arrival time and the actual arrival time at your destination.
Step 2 of 6
Find your train company's Delay Repay page (our company guides link to the main ones) and check its delay threshold and claim deadline.
Step 3 of 6
Claim online as soon as you can, ideally within 28 days, with your ticket details. Keep the claim reference.
Step 4 of 6
If your claim is rejected, ask for the reason in writing and check it against the company's own Delay Repay rules.
Step 5 of 6
If you are unhappy, make a formal complaint to the train company and keep a copy.
Step 6 of 6
After 40 working days, or sooner if you get a final response (deadlock letter), take the complaint to the Rail Ombudsman.
(Tap the numbers to reveal steps)
Evidence and Your Letter
Gather your evidence, then build a letter you can send in minutes.
Evidence Checklist
0 of 6 gatheredTap each one when you have it.
CPUKLetter Generator
How This Works
- 1
Tick off the evidence you already have, and see what is still missing.
- 2
Answer the letter questions. Your answers fill in the wording for you.
- 3
Copy or download the letter, check every detail, and send it yourself.
A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Websites or apps that charge a fee or take a cut to claim Delay Repay for you. You can claim directly from the train company.
Emails or texts about a refund or compensation that link to a lookalike site and ask for card details. Go to the train company's own site.
Missing the claim deadline because you waited for the delay to be 'confirmed'. Claim soon after the journey.
Recent or changing rules: tap to read
Figures are as stated on Great Western Railway's Delay Repay page (checked 4 October 2026); other train companies set their own thresholds, percentages and deadlines, which were not checked for this guide. The Rail Ombudsman waiting period is from its website as read on 8 October 2026; it does not state a time limit for bringing a case. Refund rules for unused tickets and cancelled trains were not checked for this guide.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 8 October 2026
- railombudsman.org/ Checked 8 October 2026