How to request compensation
If you didn't complete your journey by train
If you where unable to travel with us or did not complete your journey by train due to disruption or cancellations you could be entitled to a full or partial refund. This will depend on your circumstances and ticket type. Please click on the button below for more information.
Suffered a delay
If you travelled with us and completed your journey by train, but reached your destination 15 minutes or more late, you are entitled to compensation via our Delay Repay compensation scheme if we caused your delay.
If you purchased an Advance ticket via our website or mobile app then you will be automatically compensated via our Automatic Delay Repay compensation scheme. Click the button below for more information.
For customers who do not qualify for Automatic Delay Repay, please click on the Delay Repay button below to make a claim.
To enable us to process your claim for Delay Repay compensation we ask you to complete our online application form or alternatively pick up a form from the station and post it to us within 28 days of the delayed train.