Delay Repay

Get compensation from 15 minute delays onwards.

Make a claim Check your existing claim Appeal a decision

Claim up to 100% money back on your ticket

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:

Daily Tickets

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

Season Tickets

Length of delay Compensation
15 to 29 minutes 12.5% of your daily travel cost
30 to 59 minutes 25% of your daily travel cost
60 to to 119 minutes 50% of your daily travel cost
120 minutes or longer 100% of your daily travel cost

What is the daily travel cost of a season ticket?

Based on the validity of your ticket, we calculate the daily travel cost based one return journey per working day, and 5 working days per week.

Season Ticket Number Of Travel Days
7-Day Season Ticket 5 daily return journeys
4-Week Season Ticket 20 daily return journeys
Monthly Season Ticket 20 daily return journeys
Annual Season Ticket 232 daily return journeys

The total amount you can claim

The total compensation you can claim is capped. For single/return ticket holders the compensation available is capped at 100% of the price of the ticket(s) purchased for that journey. For season ticket holders, compensation is calculated on a proportional basis (as per our Passenger’s Charter), and is capped at 200% of this proportion of the face value of the ticket per day, which will usually equate to two journeys per day.

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

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.