Guides › Train Delays › What Is Delay Repay?
What Is Delay Repay?
Delay Repay is the compensation scheme most train companies run when your train reaches your destination late. Many schemes start at 15 minutes, but each company sets its own threshold and rules.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
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
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
Steps to Take
Step 1 of 4
Check how late you arrived at your destination.
Step 2 of 4
Find the claim form on the train company's website.
Step 3 of 4
Claim within the company's time limit with your ticket.
Step 4 of 4
If refused, complain, then use the Rail Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, 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.
Want Help?
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 12 October 2026
- railombudsman.org Checked 12 October 2026