How to get a refund for delayed trains

Not only can you claim back money if your train is delayed, you can get cash rather than those annoying train travel vouchers.

I hate being late. I’ll always try to leave early, if not bang on time, so any kind of delay is the kind of thing that really annoys me. And trains are among the worst for getting me somewhere later than I planned.

Just a few weeks ago my train down to London from Yorkshire was cancelled. Though my ticket was valid on the next train it would mean I’d arrive back 30 minutes later than planned – and this meant I could get a partial refund!

With that cash arriving in my account this week, I thought it was time to share my Be Clever Basics Q&A for getting a refund when your train is delayed or cancelled.

Some articles on the site contain affiliate links, which provide a small commission to help fund our work. However, they won’t affect the price you pay or our editorial independence. Read more here.

When can you claim a refund for a train delay?

The main requirement is your train has to be delayed by at least 15 minutes, though a handful will only pay out after a 30 or 60-minute delays.

The rules also say the delay has to be the train company’s fault in order to get a payout. However, most of the operators have signed up to the “Delay Repay” scheme which will pay out for any delay.

How do you claim?

You can do this online with most rail companies. If you’d rather do it on a form you should be able to pick up one at the station or print one out from the different websites.

Make sure you keep your train tickets as you’ll need to send them in with your claim if it’s via the post, or take a photo if you’re doing it online.

A handful, including Northern and C2C, will automatically issue a refund if you meet certain criteria such as holding a smartcard or booked in advance via their website or app.

How much can you claim?

Again, how big a refund you’ll get depends on the different operators.  The length of the delay will also have an impact.

With Delay Repay, the minimum is 25% of a single delayed journey that’s delayed between 15 and 29 minutes. It jumps up to 50% back for delays between 30 and 59 minutes, and the full single fare back if you are delayed by more than an hour. Some will refund your whole ticket, including the return leg, if the delay is longer than 60 minutes.

If the train company isn’t part of Delay Repay you’re looking at 50% back for delays of an hour or more.

When do you need to claim a refund by?

You need to submit your claim within 28 days of the journey.

Can I get a refund if the train is cancelled?

If you don’t travel due to cancellation you can get a full refund from where you bought the ticket.

If you travel on a different train (check with platform staff first that it’s ok to do this), you’ll only be able to get a refund if you arrive more than 30-minutes later than the original booked train.

How can you receive the refund?

You no longer have to get your refund as one of those annoying train travel vouchers. Instead, you should be able to pick one form of payment such as a refund to your card, payment to bank account or even via cheque. For example, LNER lets you choose to have a payment made to your bank account or your PayPal account.

What if I have a season ticket?

You’ll be entitled to compensation equivalent to a single journey. Some train providers will also offer discounts on future season tickets if the service is consistently delayed.

What if you used pay as you go Oyster or Contactless in London?

You can claim for tube and TFL Rail journeys delayed over 15 minutes. It’s a bit of a faff and you need to use your Oyster account for this, but it’s worth doing.

Hacks when claiming for train delays

Here are a few more tricks to boost your claim when you’re on the train, when you arrive at the station and when you get home.

On the train

Track the length your delay

With most train operators you’ll only be able to claim a refund (usually 50%) if you’re delayed by more than 30 minutes. So if a delay had been 29 mins, I’d not only have been inconvenienced, I wouldn’t be able to claim!

On some journeys, the conductor actually informed us that we could get a refund, though this often doesn’t happen – so it’s usually down to you to track the length of your delay.

The rules do change – more will refund you if the delay is 15 mins, while some require at least 60 minutes.

Ask why you’ve been delayed

The cause of the delay doesn’t matter if the train operator has signed up to the Delay Repay scheme. But if it hasn’t, you might be only to claim if the delay could have been avoided (so bad weather or strike action don’t count).

To help your claim, ask the guard if the company has signed up to Delay Repay, and if not what was the cause of the delay

Take a photo of your ticket

You’ll need proof of your journey to claim a refund, so if you have a physical ticket, take a snap with your phone just in case you lose it.

At the station

Don’t use the electronic gates

This one has caught me out a few times. Most automatic gates will eat your ticket, and no ticket means it’s harder to claim your compensation. So even if you’ve taken a photo it’s best to find the manual gate with a guard so you can keep hold of your ticket for the claim. Of course, with more and more tickets now digital when booked online, you can scan and go without worry.

Take a screenshot of live information or the arrivals board

Once you’ve arrived, take a photo of the arrivals board or the live tracking information on an app. You might not need it, but it’s extra proof if your delay time is close to one of the compensation brackets (normally 15, 30, 60 or 120 minutes).

Get a form at the station

You’ll be able to apply online for most if not all train firms now, but if you want to be sure or prefer doing it via post, you can pick up a compensation form at the station. Though it’d be nice if these were easy to find, I imagine you’ll need to ask for one at the ticket or information desk.

It’s not the end of the world if you can’t get one as you can usually print a form from the website.

When you get home

Find out how long a train was delayed

If you didn’t make a note at the time, then check out the Recent Train Times website. It’s not the most user-friendly, but it shouldn’t take you long to find out exactly how long a delay was.

Work out where to apply

You’ll need to apply directly with the rail company where the delay occurred. So if you’ve changed lines during the journey, then it’ll be the one responsible for the delay who should pay you for the full ticket (assuming it wasn’t a split ticket).

Find the form online

If the train provider allows online claims this is usually quicker. You can upload a picture of your phone, which means it’s often easier to do this from your phone rather than a desktop. Here’s a list of all the different rail firms.

Ask for a bank transfer

It’s not always clear but you are legally entitled to a bank transfer or cheque refund. If you don’t ask for this you could be sent an annoying rail voucher than can only be used at ticket desks.

Take a copy of your ticket and form

If you’re posting your compensation claim form and ticket, make sure you have a copy (just take a photo if you don’t have a scanner). If you’re filling it in online you should be able to save a copy.

And make a note of to chase if you haven’t heard back within the time stated on the form.

Put the refund claim in before 28 days pass

Remember, you’ve only got four weeks to request your refund, so don’t leave it too late.