How do I claim compensation if my train is delayed?

  • Consumer

The process for claiming rail refunds must be made 'more passenger-friendly', the industry regulator the Office of Rail and Road has said, after it emerged 80% of passengers do not claim compensation that they are entitled to.

The ORR was responding to a "super-complaint" submitted by consumer group Which? over the complex way the rail industry compensates passengers for delays.

So how do you actually claim compensation from train operators?

Chris Choi: Complex system leave millions unclaimed

When can I claim compensation for a delayed journey?

Usually if you arrive at your destination station more than 30 minutes late, you can lodge a compensation claim with the train company.

Here's how to claim a refund or compensation from the major rail operators:

Virgin Trains

  • Virgin Trains recently launched automatic delay repay for some tickets.

  • Advanced Tickets booked through virgintrains.com will be automatically refunded.

  • Disruptions leading to delays of over 30 minutes are usually compensated.

  • Passengers on east and west coast lines can check here to see how much they will be refunded.

  • In some instances, National Rail Vouchers or a cheque will be issued as compensation.

C2C trains

  • Passengers who faced a delay of more than 30 minutes may be entitled to compensation- with additional levels at 60 and 120 minutes.

  • Under the Delay Repay scheme, claims have to be made within 28 days of the delay.

  • Affected travellers must complete an online form and upload a copy of their ticket.

London Midland

  • The operator says it will offer compensation on all delays to travel over 30 minutes on its network.

  • National Rail Vouchers will be issued, but for claims over £30 a cheque can be offered.

  • Passengers can apply online hereor download a from here.

  • Applications must be sent within 28 days of the delay.

Crosscountry trains

  • Will issue National Rail Travel Vouchers - or cash upon request - if a journey is delayed by 30 minutes or more.

  • Affected passengers must print and post this form within 28 days of the delay.

South Eastern Railway

  • Users are protected under the national delay repay scheme - usually on delays over 30 minutes.

  • You will need proof of travel and must apply within 28 days of the delay.

  • Compensation will be paid in National Rail Vouchers, their website says.

  • For a full breakdown, and the online form, visit here.

East Midlands Trains

  • EMT aims to "provide an easy and quick way" to claim for delays over 30 minutes.

  • Passengers need to fill in this form and provide proof of travel within 28 days of the delay.

  • Full details of compensation levels can be found on their website here.

Great Western Railway

  • If a high speed train is delayed by over an hour on GWR, travellers can claim a full refund to the value of your ticket on that part of the journey.

  • Delays over two hours mean passengers may claim a full ticket refund.

  • More details and the compensation form can be found on their website.

South West Trains

  • SWT will usually refund passengers for delays over 60 minutes or if the reason for any delay was within their control.

  • You must apply within 28 days of your delay.

  • Visit the SWT website for more.

Arriva Trains Wales

Customers will be refunded:

  • 20% of the cost of their single ticket, or 10% of the cost of their return for delays between 30 – 59 minutes

  • 100% of the cost of their single ticket, or 50% of their return for delays of more than one hour

  • ATW says they will consider increasing the compensation level for delays of more than two hours.

  • To claim, passengers must fill out this form.

Northern Rail

  • This rail operator offers compensation on disruption to service of over an hour.

  • National Rail Vouchers will be offered to the value of at least 50% of the fare paid for a journey.

  • Visit the Northern Rail website here for the online form.

First Transpennine Express

  • Customers delayed over 30 minutes "as a result of the railway industry" will be provided compensation, the company says.

  • Rail travel vouchers will be offered.

  • To claim, passengers must print out and fill in this form

Southern

  • Delays of over 30 minutes (including cancellations) will be compensated.

  • Proof of travel must be included with the application for compensation.

  • Customers can download the form here or collect one from a staffed station on the Southern network.

  • More details on levels of compensation can be found on their website.

Grand Central Trains

  • The operator says the easiest way to apply for compensation is via its online form here.

Abellio Greater Anglia

  • Over 30 to 59 minutes delay entitles you to compensation to the value of 50% of the cost of a Single ticket or 50% of the cost of either the outward or return portion of a return ticket.

  • For delays over 60 minutes, compensation is doubled to 100% the cost of the single ticket or either portion.

  • Refunds can be paid in National Rail Vouchers or cheque. Claims must be made with 28 days of the delay.

  • The delay repay form can be found here

Thameslink Railway/Great Northern

  • Customers are protected under the national Delay Repay scheme

  • Applications must be made within 28 days of the delay

  • Passengers can apply online or by post

  • More information is available here.