We aim to provide the best service possible. Sadly delays do occur from time to time and we understand the frustration and inconvenience this causes. We want to take every opportunity to extend our apologies and compensate you fairly.
Our Customer Promise provides for compensation to customers who are delayed by 15 minutes or longer on their journey - to view please click here.
Our new Automatic Delay Repay scheme will make a compensation payment to you when you’re delayed for 15 minutes or more without you having to do anything at all. It’s all part of our commitment to compensate you fairly in a timely manner.
Our new scheme covers customers who have booked an Advance ticket through northernrailway.co.uk or the Northern app and we will automatically calculate and pay the appropriate compensation directly back onto the card you paid with. No need to fill in any forms or contact us further – we will keep you updated with the progress of your claim.
We normally process these repayments within 1 working day of your delay. We will send you an email if you’re eligible and your money should be back on your card within 3 working days.
If you haven’t booked an Advance ticket via our website or app and still need to claim for a delay please click here to be taken to the Delay Repay claim page.