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Claim compensation for a delayed train or seat guarantee

Make a claim

To make a claim for compensation for a train that has been delayed for 30 minutes or more, or for seat guarantee, please fill in the form below and include a scanned image of the ticket/receipt for the journey concerned as proof of purchase. 

You can check if you’re eligible on our Refunds page if you haven't already.

Attaching an image of your ticket or receipt

Please ensure that your image matches the following criteria:

  • Ticket clearly shows the origin and destination stations
  • Ticket clearly shows the price paid for the ticket
  • If claiming Delay Repay for an eTicket, please upload the PDF that was emailed to you, not a screenshot of the ticket on your phone
  • It is in one of the following file types: JPG, PDF, GIF or Microsoft Word document
  • The file is no larger than 3.5mb in size
  • If you have an upgrade ticket please include this in the same image or scan.

Donate your claim to charity

If you're claiming for a delayed train, you can also now choose to donate your claim amount to CALM (Campaign Against Living Miserably), a charity dedicated to preventing male suicide, the single biggest killer of men under 45 in the UK. 

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If your bank account is not in the UK, then please contact our Customer Services Team on 03457 225 333

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CALM (Campaign Against Living Miserably) is dedicated to preventing male suicide, the single biggest killer of men under 45 in the UK. We have partnered with CALM to give you the option to donate your delay repay compensation to support the work that they do. Find out more about CALM.

Maximum filesize 3.5MB

4. Disclaimer

When processing your claim we will check your details, train delays, ticket types and any other information provided, in order to assess and validate the amount of compensation due. Claims must reach us within 28 days of the date of the delay in order for it to be processed. If a claim for Delay Repay is found to be made fraudulently, this may lead to prosecution.

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