Delay Repay Compensation

Claim money back if your train is delayed by 15 minutes or more

If your train is delayed by 15 minutes or more, you can claim money back on a valid ticket. If you didn't travel and want to refund your ticket, visit our refunds page.

The amount of compensation you could receive will depend on the length of delay:

Length of delay	Compensation
15 to 29 minutes	25% of the cost of your one-way ticket or 12.5% of the cost of your return ticket
30 to 59 minutes	50% of the cost of your one-way ticket or 25% of the cost of your return ticket
60 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

Find out more about delay repay.

How to make a delay repay claim

Make a claim on the Greater Anglia website
Claim by post — download a claim form and send it to "Freepost GREATER ANGLIA CUSTOMER RELATIONS"
- Please don't send credit/debit card or bank information as part of your claim. We'll get in touch if we need more information and how to send this.

What you need to know about delay repay claims

You must claim within 28 days of the delay
Claims are not normally accepted if you were told in advance of your journey that there would be a delay
Making a claim does not guarantee that you will get compensation, and does not affect your legal rights
Compensation isn’t usually offered during periods of pre-planned engineering works and when replacement bus services are used
You must complete all relevant sections of the claim form
We usually make compensation payments within 14 days of approving your claim

Compensation for other losses

If you incur any other expenses as a result of a late or cancelled train — such as taxis, hotels and flights — you should claim these under your travel insurance.

Useful Info

More information about refunds and compensation can be found in our Passenger's Charter booklet and the National Rail Conditions of Travel.