CrossCountry Delay Repay: How to claim compensation for late trains

For delays of 30 minutes or more, CrossCountry will refund passengers a percentage of their ticket cost, depending on the exact length of the delay. Part of a national scheme, CrossCountry Delay Repay makes train operating companies responsible for compensating travellers if their services are delayed or cancelled.

You can make a CrossCountry Delay Repay claim for single or return tickets, as well as for Season Tickets (calculated on a pro-rata basis), up to 28 days after the date of travel.

To calculate the amount due, operators calculate the time difference between timetables (or pre-published, amended timetables when planned engineering works or holidays cause changes to train times) and actual data on arrival times. Any compensation owed will vary too based on the cost of your original ticket and the type of ticket you have.

The quickest way to submit a CrossCountry Delay Repay claim is online through the CrossCountry Delay Repay page.

Simply log into the CrossCountry website or, if you are a new customer, create an account. Then follow the instructions on the form to fill in all the key information, from length of delay and ticket type, to date of travel, and how you would like to be reimbursed. The easiest way to get your refund will be through BACS bank transfer, though other options are available, including rail vouchers or a charity donation.

On the same page, it is possible to download a paper form, which can then be returned by freepost to the address on the form. Remember to attach the tickets you are claiming compensation for or a photocopy of your Season Ticket.

If you have any further queries, or are unsure if you might be eligible for Delay Repay, it is best to contact CrossCountry. Any issues relating to Delay Repay can also be addressed at a CrossCountry help desk at a CrossCountry station.

Note: since all Delay Repay claims are processed by the relevant train operator for your journey, they must be claimed with the operator, not with Trip.com.

If you are eligible for compensation with CrossCountry Delay Repay, the amount you receive will depend on the length of your delay and the ticket type you were travelling with.

Here are the calculations used to work out your refund:

This means that, for a delay between 30 and 59 minutes, you are entitled to 50% of the cost of a single ticket or 50% of the cost of either portion of a return ticket.

The calculation is a little different for Season Ticket holders because the compensation is based on an estimated number of single journeys taken during the Season Ticket’s duration.

• Annual Season Tickets - 464 Single journeys
• Quarterly Season Tickets - 120 Single journey
• Monthly Season Tickets - 40 Single journeys
• Weekly Season Tickets - 10 Single journeys

So, for a delay over one hour with a Weekly Season Ticket, you will get 100% of one-tenth of the cost of your Season Ticket.

Photo by Geof Sheppard

Although CrossCountry pays out for most Delay Repay claims, it is possible that your application will be rejected if you fail to provide sufficient evidence or if the journey was not delayed by long enough to be valid.

• To increase the chances that your compensation will be paid, avoid these common issues:
• Not providing sufficient proof of purchase, for example by failing to upload your ticket or Season Ticket
• Providing evidence that is not valid for the journey you claimed for
• Submitting your claim more than 28 days after your journey was taken
• Claiming for a journey that was not delayed by more than 30 minutes
• Claiming Delay Repay from CrossCountry for a journey where the delay was caused by a different operator

If you’re still confused about whether you’re entitled to claim Chiltern Delay Repay, you can get in touch with CrossCountry here.

Passengers can be sometimes be confused about whether to claim for CrossCountry Delay Repay or for a full refund. The key distinction is whether you completed your journey: if you did and were delayed by more than 30 minutes, you will be able to apply for CrossCountry Delay Repay. However, if you were forced to abandon a journey or weren’t able to start it, you will more likely need to claim a full refund.

• Triple check the details you are providing are accurate – if you make a mistake with the dates or costs of your ticket, this can make it hard to verify if you are owed compensation.
• Ensure you provide the details of the original planned journey on your CrossCountry Delay Repay form, rather than the journey you ended up taking after the delay.
• Find out if there were planned engineering works on your day of travel, which might affect your eligibility for a refund.
• Include a high-resolution scan or photograph of your ticket(s) and passes – if the operator can’t see for sure that you had a valid ticket, your claim might be rejected.

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