Delay Repay

Get compensation from 15 minute delays onwards.

We dislike train delays as much as you do. Even small delays can have a knock-on effect on your day. Which is why we’ve decided to introduce a better, easier to understand compensation scheme for delays from just 15 minutes.

If you hold a valid ticket for your journey, you can claim compensation for delays of 15 minutes or more, no matter what the reason.

Please note, delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used.

Claim up to 100% money back on your ticket

Of course, we hope you don’t need to look at this table, but we’re realistic. Delays happen. So, if they do, see how much you could claim:

Length of delay Compensation
15 to 29 minutes 25% of your single ticket cost or 12.5% of your return ticket cost
30 to 59 minutes 50% of the cost of your one-way ticket or 25% of the cost of your return ticket
60 to to 119 minutes 100% of the cost of your one-way ticket or 50% of the cost of your return ticket
120 minutes or longer 100% of the cost of your ticket whether it's single or return

With regards to other tickets, it’s a little more difficult to calculate. Basically, we will use the proportionate cost of the price of the Season Ticket (i.e. 1/10th of a Weekly ticket, 1/40th of a Monthly ticket and 1/464th of an Annual ticket).

The 28 day deadline for making claims for journeys before 10 December has now passed.

Please contact Customer Relations for any issues relating to this period.

Online

Simply complete and submit the online claim form

Submit a Delay Repay claim

By post

Alternatively, you can pick up a claim form at staffed stations or from staff on trains.

Post the completed form to us at:

Freepost WEST MIDLANDS RAIL DELAY REPAY
(Please note this is the full address, shortened for your ease)

Important information

If you have a mobile ticket, simply include your ticket reference number on the Delay Repay Form so we can verify your ticket purchase.

You must make your claim within 28 days of the delay.

Remember, though, we’ll not normally accept a claim if you were told in advance of your journey that there would be a delay.

We hope we can deal with your claim to your satisfaction. However, should you wish to appeal the outcome of your claim, please contact us.

Appeal an existing Delay Repay decision

You’ll need your claim reference and either the email address or postcode provided to us when your claim was submitted. Your claim reference is specified in any correspondence we have sent you about this claim.

When your appeal is submitted, we will revisit your claim and get back in touch with a further decision.

  • Sending us a claim form does not guarantee that you will get compensation, and it does not affect your legal rights
  • These rights are set out in the National Rail Conditions of Travel
  • Delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used
  • You must take care when completing the claim form. West Midlands Railway has an established monitoring system for checking information provided to validate a claim
  • Your application form should reach us within 28 days of the date of the incident
  • You should receive your compensation payment within 14 days of our agreeing your claim.
  • If you have any questions about the Delay Repay scheme, contact our West Midlands Railway Contact Centre, or telephone us on 0333 311 0039.