Greater Anglia Delay Repay: Claim compensation for late South East Midlands trains

Any passenger with a valid Greater Anglia ticket who arrives at their destination 15 or more minutes late can claim up to 100% compensation, regardless of the reason for the delay.

This is thanks to Greater Anglia Delay Repay, which is part of a national scheme that makes train operating companies responsible for compensating travellers if their services are delayed or cancelled. Essentially, the National Rail Conditions of Travel states that passengers must be provided with at least one form of monetary compensation for a delayed train.

Note: Delays are worked out based on planned and advertised timetables, which means that Delay Repay is not usually available when there are pre-planned engineering works and when replacement bus services are used.

You can get a Greater Anglia refund for delayed or cancelled trains up to 28 days after the date of travel, and the exact refund due will be calculated based on factors such as the cost of your original ticket and the type of ticket you have.

When claiming with Greater Anglia Delay Repay, you can get your compensation through PayPal, BACS, payment back to the debit or credit card used or via Rail Travel Vouchers. These options are valid for online or paper claims.

The exact method for making a Greater Anglia Delay Repay claim will vary depending on how you paid and which ticket type you bought. For online applications, passengers can claim compensation through the dedicated Greater Anglia Delay Repay form.

If you choose to claim compensation through the online Delay Repay form, you will have to log in to the Greater Anglia portal, from where you can fill in key information such as the length of your delay, your ticket type, date of travel, and how you would like to be reimbursed. Greater Anglia recommends all claimants create a digital account, as this makes it easier to process your form and allows you to save personal details for any future claims. Season Ticket holders, in particular, can save time by adding their ticket to the platform, meaning they can skip the process of adding it each time.

For those who prefer a paper form, Greater Anglia has the relevant Delay Repay documents at all staffed stations. It is also possible to print off a claim form from this page, or in some cases to obtain one from staff on a Greater Anglia train. Complete the form, then send it to: Freepost GREATER ANGLIA CUSTOMER RELATIONS.

If you need help with filling in the form or have any further queries, speak to a member of staff at any Greater Anglia help desk, get in touch with Greater Anglia online here or use the Greater Anglia contact number 0345 600 7245.

Remember: all Greater Anglia Delay Repay claims are processed by the train operator, not the retailer where you bought your ticket.

Greater Anglia compensates passengers for trains that arrive 15 or more minutes later than the scheduled arrival time. The table below outlines the amount of compensation available for different ticket types based on the length of delay:

For Season Ticket holders, Greater Anglia uses the proportionate cost of the price of the Season Ticket to calculate the refund owed. In other words, every journey is worth 1/10th of a Weekly ticket, 1/40th of a Monthly ticket and 1/464th of an Annual ticket.

So, if you hold a Monthly Season Ticket and your journey is delayed by one hour or more, you will receive a refund of 100% of one-fortieth of the cost of your Season Ticket (i.e. 2.5%).

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Understandably, passengers often ask whether it is worth filling in a Delay Repay claim. To help improve transparency, Greater Anglia provides statistics for the number of claims received and approved for recent time periods, as well as figures on the total value compensated and the average time it takes to process a claim. The table below summarises some recent data; you can find more stats spanning back to 2023 here.

Looking at these figures should reassure those wondering whether to claim a Greater Anglia refund that the operator does deliver on its Delay Repay promise. With an average processing time of a couple of days and approval ratings well above 70%, Greater Anglia continues to compensate passengers through its Delay Repay scheme.

Like with any scheme that requires approval, it is possible that your Greater Anglia Delay Repay claim could be rejected. When this happens, it might be because:

• Your ticket was not valid for the journey you are claiming
• Your claim was submitted after more than 28 days
• You didn’t provide sufficient proof of purchase
• You claimed a journey that Greater Anglia could not identify as being delayed by 15 minutes or more
• Your journey was delayed but the delay was caused by a different operator

Should you wish to appeal the outcome, you will need to contact Greater Anglia, with your claim reference and either the email address or postcode you used when submitting your initial claim. Greater Anglia will revisit your case and get back in touch with a further decision.

Greater Anglia Delay Repay is a dedicated scheme that compensates passengers who have travelled on a Greater Anglia service but arrived 15 minutes or more late.

For passengers who chose not to travel because of disruption on the Greater Anglia network, it might be possible to hand your ticket in for a refund (subject to the terms and conditions of ticket issue) or to get a refund through the retailer who sold you the ticket. This is separate from Greater Anglia Delay Repay, which can only be processed through Greater Anglia.

• Did you check (and double check!) all the details of your journey and booking? Any error in the dates or prices of your ticket may prevent you from getting a Greater Anglia refund.
• Have you provided a high-resolution scan or photograph of your ticket(s) and passes? These are essential for verifying your information.
• Did you fill in the details of the journey you booked rather than the journey you ended up taking after the delay? This is a common error when making a Delay Repay claim, and may result in your compensation being denied or delayed.
• Have you checked if there were any planned engineering works on your day of travel? If an amended timetable was issued, you will likely not be eligible for Greater Anglia Delay Repay.

Greater Anglia general information

Greater Anglia Season Ticket: For cheaper, unlimited travel

Greater Anglia Off-Peak times: Travel for cheaper

Greater Anglia First Class: Everything you need to know