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I was on some very delayed trains yesterday and chatting to colleagues and other passengers it struck me how little people know about how this works – so thought about jotting down some tips that people may find useful.
Most National Rail train operators are now on Delay Repay 15, which means you start getting something back as soon as the train is 15mins late. This doesn’t apply to LNER and Scotrail, which are over 30mins (most operators used to be 30mins under the old traditional rules).
The reason for the delay, unlike in EU/UK261 is irrelevant. It used to be that the “railway” had to be responsible, but no more.
You can/should claim if you’re on a ticket that work bought for you – you are delayed, not your employer.
If your train is cancelled you should get the next one and then calculate the delay depending on when you arrive at your destination compared to when you were due to arrive originally. If you don’t travel at all you should claim a refund from the original point of purchase.
Transport for London works differently – it’s min 15mins on the Tube, but 30mins on the London Overground and Elizabeth Line and the delay has to be within TfL’s control (so suicides or ill people don’t count).
Train companies have actually gone to very decent lengths to make claiming easier – with the FirstGroup operators (Avanti, GWR, SWR) I can normally put the claim together in under a minute on their portal and often have the money in my account by BACS within a week. Heathrow Express is very good at paying out quickly too now. I don’t have much experience with others, but haven’t heard great things about CrossCountry and Thameslink – it’ll eventually turn up, but you may need to chase.
Most operators accept claims within 28 days of travel. If you’re on a multi-operator itinerary claim from the one that caused the delay.
LNER works well (when booking direct from experience). My last Sunday trip from Perthshire to KGX, not only were text messages with delay updates coming throughout, but as soon as we arrived in London I had a link to request a refund. The refund was in my Credit Card by the Tuesday and the Airtime reversal through the following day too.
When you are delayed, you do not get a REFUND, you get Delay Repay compensation up to the value of your ticket.
You can claim a full refund with no fees when you 1) do not travel or 2) are unable to complete your planned journey (which also entitles you to return by train to your origin at no charge, if you have already started your journey) because a) one or more of your planned trains is cancelled or b) you are, or you are likely to be, so delayed that your trip is no longer possible or no longer worth taking.
The reason the distinction is important is that you claim a refund from the seller of your ticket, but you claim delay repay from the first train operator that caused you to be delayed.
People who have incorrectly claimed refunds, even when they were entitled to delay repay but did not claim it because they didn’t understand the difference, have been referred for prosecution and have had to pay back the money.
For completeness, London Overground and the Elizabeth Line are part of National Rail even though they are operated by TfL (who does not like the fact that they are part of National Rail). Under the National Rail Conditions of Travel, delay repay is only due for delays beyond 60 minutes, for the full journey and for all reasons. This also applies to LO and EL.
For completeness, London Overground and the Elizabeth Line are part of National Rail even though they are operated by TfL (who does not like the fact that they are part of National Rail). Under the National Rail Conditions of Travel, delay repay is only due for delays beyond 60 minutes, for the full journey and for all reasons. This also applies to LO and EL.
Not quite sure the above is correct: https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-elizabeth-line-delays
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