When we travel, there’s nothing more frustrating than train delays and cancellations. Whilst a few minutes delay isn’t a huge deal, a long delay is not only annoying but can also impact our plans for the rest of the day. Fortunately, rail passengers are entitled to train delay compensation should the situation
When do you get compensation for a delayed train?
If a train is more than 15 minutes delayed, you can claim compensation for part or all of your journey. This is usually done via the Delay Repay scheme. The exact amount of compensation you receive depends on the length of the delay and whether you have a single, return, or seasonal ticket. If your train is cancelled and you decide not to travel by train, or are unable to, you are entitled to a full refund.
How to get compensation for delayed trains
Whilst you may be entitled to a refund because your train was delayed, there are some simple steps you can take to ensure you get the money you are owed.
- Make note of your train times. Many of us travel with e-tickets now that tell us exactly when our train is expected to depart and arrive, but that isn’t always the case – especially if you don’t have an advance single. If it looks like your train is going to be delayed, find out exactly when it was supposed to arrive at your destination. You may be asked for this information, and the time you left your departure station, when you apply for a refund.
- Head to the train company’s website and find their delay repay page – it is almost always the train company that must provide compensation rather than the website you bought your tickets through or the train station.
- Claim as quickly as possible. Different rail companies have slightly different rules on how quickly you need to claim via Delay Repay. The best way not to get caught out is to apply to the scheme as quickly as possible after you get off the train.
- Keep your tickets and receipts. E-tickets make it easy to save receipts, but if you have physical tickets, be sure to keep hold of them. You may be required to send a picture of them or even post them to the rail company to get your refund.
- Ask yourself if other expenses were incurred. Did you miss a bus or flight because of a delayed train? Did you have to take a taxi because your train was cancelled? Did you have to book a hotel room because of missed connections? These additional expenses, often known as ‘consequential loss’, aren’t usually paid for via the Delay Repay scheme, but you are entitled to compensation for them under the Consumer Rights Act.
- If you are still not happy with the amount of compensation offered to you, you may need to get in touch with The Rail Ombudsman – an independent organisation that offers free, expert advice for unresolved customer complaints about trains. If you go down this route, it’s even more important that you have hold of your receipts, the date and time of travel, evidence of conversations with the rail company, and any other documents that prove you are out of pocket.
