Delay repay is a national scheme that entitles you to compensation if you have experienced delays during your train journey. We're happy to take part and think it's the least we can do to make up for any inconvenience caused.
Find out how to claim compensation online or by post in the blue boxes below. Please be aware that claims submitted via the post may take longer to review.
Claims must be made within 28 days of journey date and make sure you keep hold of your train tickets - we need these to work out how much compensation to give you.
Delay repay is for when you have travelled with us, and reach your destination late. If you did not travel due to disruption you are due a refund. You can look at how to apply for a refund here: transpenninetrain.com/help/refunds
Automated delay repay
Automated delay repay (ADR) is available if you've bought an Advance ticket through transpenninetrain.com or our TPExpress app.
Remember to attach your tickets (including a screenshot or scan)
Compensation will be paid back via the original method of payment, unless you tell us otherwise
Compensation can be paid directly to debit or credit cards (please provide a contact telephone number we can reach you on to confirm your card details), cheque, rail travel vouchers or e-vouchers for transpenninetrain.com
What about delays for season ticket holders?
Use the table below to calculate the amount of delay repay compensation you're entitled to. Divide the cost of your season ticket type over the number underneath delay times:
Season ticket type
15 to 29 minutes
30 to 59 minutes
60 to 119 minutes
120+ minutes
Weekly
40
20
10
5
Monthly
160
80
40
20
Quarterly
480
240
120
60
Annual
1856
928
464
232
I've been delayed, what compensation am I entitled to?
If you arrive at your final destination, delayed for 15 minutes or more, you are entitled to delay repay compensation. These levels are set by the Department for Transport:
Delayed for 15 to 29 minutes – Claim 25% compensation of your single ticket or 12.5% of your return ticket cost
Delayed for 30 to 59 minutes - Claim 50% compensation of your single ticket or 50% of the relevant delayed portion of your return ticket
Delayed for 60 to 119 minutes - Claim 100% compensation of your single ticket or 100% of the cost of the relevant portion of your return ticket
Delayed for 120+ minutes - Claim 100% compensation of the cost of your single ticket or 100% cost of your return ticket (i.e. both portions, not just one way)
Claims must be made within 28 days of journey date and make sure you keep hold of your train tickets - we need these to work out how much compensation to give you.
What is the current processing time for delay repay?
As part of the new Delay Repay Code of Conduct, we have a commitment to publish quarterly delay repay processing and payment details to our website.
Period
Volume of delay repay compensation claims received
Volume of delay repay compensation claims approved
Value of total delay repay compensation paid
Average time for claims to be processed in working days
Period 1 (01/04/22 - 30/04/22)
12,679
10,539
£240,686.87
2.92
Period 2 (01/05/22 - 28/05/22)
12,480
8,480
£184,433.89
2.5
Period 3 (29/05/22 - 25/06/22)
17,521
14,191
£337,511.93
2.88
Period 4 (26/06/22 - 23/07/22)
19,956
14,062
£301,374.64
3.31
Period 5 (24/07/22 - 20/08/22)
17,742
15,468
£398,802.67
3.81
Period 6 (21/08/22 - 17/09/22)
14,454
12,154
£296,191.57
4.19
Period 7 (18/09/22 - 15/10/22)
18,332
13,470
£293,093.73
3.42
Period 8 (16/10/22 - 12/11/22)
26,121
19,948
£394,573.78
3.00
Period 9 (13/11/22 - 10/12/22)
22,944
16,825
£310,706.39
3.02
Period 10
Period 11
Period 12
Period 13
Should I resubmit my claim if I've not received it yet?
Due to recent disruption, we are currently receiving high volumes of submissions and it may take up to 20 working days for us to get back to you. Please don’t resubmit your claim during this time – we promise we will process your request as soon as we can. Thank you for your patience.
I had a seat reservation but couldn't sit in my seat. Can I get compensation?
Seat reservations are free, and you can usually reserve a seat up to three months before you travel.
If you reserved a seat but then had to stand, we’ll refund you 50% of the single leg cost of your journey. Claims must be made by calling our Customer Relations team on 0345 600 1671 (06:00 to 23:00) within 28 days of your journey.
Delay repay performance
Period (Including Date Range)
Volume of Claims Received
% of Claims Approved
Total Value of Compensation Paid
Average Processing Time (Days)
P12
02/02/25 to 01/03/25
28,699
82.3%
£387,662.90
3.72
P13
02/03/25 to 31/03/25
19,937
79.90%
£246,138.89
2.49
P01
01/04/25 to 26/04/25
22,298
79.90%
£258,575.87
1.66
Delay repay performance in previous years
Delay repay performance 1 April 2022 - 31 March 2023
Period (Including Date Range)
Volume of Claims Received
% of Claims Approved
Total Value of Compensation Paid
Average Processing Time (Days)
P1
01/04/22 to 30/04/22
12,679
77.50%
£240,686.87
2.92
P2
01/05/22 to 28/05/22
12,480
72.10%
£184,433.89
2.50
P3
29/05/22 to 25/06/22
17,521
73.40%
£337,511.93
2.88
P4
26/06/22 to 23/07/22
19,956
74.50%
£301,374.64
3.31
P5
24/07/22 to 20/08/22
17,742
78.10%
£398,802.67
3.81
P6
21/08/22 to 17/09/22
14,454
75.80%
£296,191.57
4.19
P7
18/09/22 to 15/10/22
18,332
78.30%
£293,093.73
3.42
P8
16/10/22 to 12/11/22
26,121
76.60%
£394,573.78
3.00
P9
13/11/22 to 10/12/22
22,944
77.30%
£310,706.39
3.02
P10
11/12/22 to 07/01/23
17,996
80.90%
£331,731.96
3.25
P11
08/01/23 to 04/02/23
23,236
80.00%
£308,519.03
2.83
P12
05/02/23 to 04/03/23
26,958
82.20%
£357,146.73
2.57
P13
05/03/23 to 31/03/23
20,443
82.40%
£305,038.69
2.24
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