How to claim for train delays in the UK

If you need to claim for a train delay in the UK, you can do so directly with the rail operator. All UK train delays must be claimed directly with the providers. 

If your train was cancelled, or you couldn't travel due to illness or bereavement, please message us using the "More Help" Beacon on our contact page. Please include as much detail about your situation as possible. 
The refund rules for late trains depend on the length of time and cause of the delay. 


Submitting a claim

Here's how you do it:

Find the rail operator's "Delay Repay" form
The form for each UK rail operator can be found under the "Links & Notes" column in the table below.

Open your booking confirmation email
Your booking confirmation email has all of the information about your journey you'll need to submit your claim.

Grab your tickets
You will need to photograph, scan or post your tickets as proof of travel when you submit your claim.

Find proof of your delay
You can get proof of your delay from:
  • Staff on the train.
  • The ticket office at your arrival station.
  • Online tools like this one.
Grab any receipts for any additional costs
The rail operator may consider refunding you if you had to use a taxi or stay overnight in a hotel, so find your receipts.

How will the refund be paid?

If your claim is approved, how you'll be paid varies between rail operators so you'll need to check with yours for specific payment types. Options include:

  • BACS payment directly to a UK bank account
  • Direct payment to a debit/credit card or PayPal
  • eVouchers or rail vouchers

Contact info by rail operator

If you don't know which rail operator you travelled with, check your Rail Europe account:

Train Company Links & Notes
Greater Anglia Policy Claim form
Transport for Wales
Claim form
Avanti West Coast Delay Repay
Chiltern Railways Claim Form
C2C Claim Form
Cross Country Trains Claim Instructions
East Midlands Policy claim form
Hull Trains Contact Form
Gatwick Express Policy and form
Grand Central Contact Form
Great Northern Policy and form
Great Western
Policy and form
Heathrow Express Policy
Island Line Policy
London Northwestern Railway Policy claim form
London North Eastern Railway (LNER) Policy claim form
London Overground Underground Policy claim form
Merseyrail Policy
Northern Policy Claim Form
ScotRail Claim form
South Western Railway Contact form
SouthEastern Policy claim form
Southern Policy claim form
Stansted Express Policy claim form
Thameslink Policy and form
TransPennine Express Compensation Form
Lumo Compensation Form
West Midlands Railway Policy and form
Caledonian Sleeper Policy and contact