Delay Repay

Delay Repay

Delayed Trains and Cancellations can be one of the biggest problems with train travel. If you find that your train has been delayed or is even cancelled, you may be eligible for a refund.  Here are details of what Wiltshire’s train operators may offer

Delay Repay is a national compensation scheme across most train operating companies. The scheme will compensate customers with single, return or weekly tickets who have been delayed more than 15 minutes. Customer details and favourite journeys can be saved when setting up an online Delay Repay account – making claiming even easier.

Delay Repay for Great Western Railway

If you hold a valid single, return, or weekly ticket, you will be able to claim compensation for delays of 15 minutes or more, whatever the cause.

You can claim compensation using the online form, which is the quickest and most convenient way.  You can also complete a paper form by downloading here or you can collect a pre-printed form from any of our staffed stations. The level of compensation depends on the type of ticket you hold.  You can find out more about the levels of compensation claimable here. 

Delay Repay for South Western Railway

If you’re travelling on one of South Western Railway’s services and have been delayed by 15 minutes or longer, you are entitled to claim compensation under the Delay Repay scheme (except when delays are caused by planned engineering works).  You can also claim if you’ve missed your connection to other National Rail services because of a delay or cancellation on your SWR train.

More information

Can I claim for compensation under the delay repay scheme?

Most UK train companies now offer compensation under the national ‘Delay Repay’ scheme. It means you can make a claim regardless of whether it’s a return or single journey, or whether you’re travelling on a season ticket.

If you’ve experienced a train delay or cancellation of at least 15 minutes or 30 minutes (depending on your train company) you’ll be entitled to a full or partial refund for that journey.A few are still operating less generous compensation schemes according to their Passenger Charters. Check with your train company before you buy your tickets.

There are some exceptions to the rules, and compensation rules are different when there’s engineering work or strikes happening.  How much you’re entitled to and how it is calculated changes if you’ve got a single, return or season ticket.