Hull Trains Delay Repay: How to claim compensation for late trains

Passengers with Hull Trains who arrive at their destination 30 or more minutes late can claim a full or partial refund with Hull Trains Delay Repay.

This is part of a national scheme to compensate travellers for services that are delayed or cancelled, as set out in the National Rail Conditions of Travel. For Hull Trains, the details of the compensation are included in the operator’s Passenger Information During Disruption Local Delivery Plan.

If your train was cancelled or you were delayed by more than 30 minutes, you will likely be eligible for a Hull Trains refund with Delay Repay. This will be calculated according to the recorded delay on your service (based on planned or advertised timetables). Hull Trains Delay Repay is valid for delayed or cancelled trains up to 28 days after the date of travel.

When applying for Hull Trains Delay Repay, you will have the chance to choose your preferred method of compensation, whether a refund to you or a donation to charity. Refund options include:

• Electronic bank transfer (BACS)
• Credit/debit card
• Cheque
• National Rail Voucher
• Hull Trains e-vouchers

The exact refund you are entitled to receive varies depending on factors like the cost of your original ticket and the type of ticket you have.

Making a Hull Trains Delay Repay claim is simple and efficient through the operator’s online portal.

Simply input your personal details, the details of your delayed journey and how you wish to receive your compensation, and Hull Trains will do the rest. When using the service for the first time, you will be given the chance to create an account that you can use to keep track of previous claims and save pre-filled options for any future claims.

If you would rather make your claim through a paper form, Hull Trains also offers the same service for postal applications. You can pick up a Hull Trains Delay Repay form at any staffed Hull Trains station, or print it off from this page. Return it to FREEPOST Hull Trains Delay Repay (use the address exactly as indicated, and there is no need to attach a stamp).

Passengers with single or return tickets must ensure they attach or upload a scan of their ticket, while those with a Season Ticket valid for travel on Hull Trains should include a copy of this with their application.

If you require assistance with anything relating to your Hull Trains refund, you should get in touch with a member of staff at any Hull Trains help desk or email your query to customerservices.hull@hulltrains.co.uk.

Note: you must always claim Delay Repay with the operator responsible for the delay, not the retailer where you bought your ticket.

Every operator has slightly different rules for when compensation is due, and Hull Trains has one of the simpler systems. For disruptions of 30 minutes or more, passengers can receive 50% of their Single or Season Ticket cost back, or 25% of their Return Ticket. For delays over an hour, this rises to 100% for Single and Season Tickets, and 50% for Returns.

The following table breaks down the details based on the length of delay:

For Season Ticket holders, Hull Trains calculates the amount owed in respect to each individual journey on which they are delayed. The value of your Hull Trains refund will vary based on the type of Season Ticket you have; simply divide the cost of your Season Ticket type by the corresponding number:

For example, if you bought a Hull Trains Monthly Season Ticket for £200 and experienced a delay of 75 minutes on one journey, you would divide the cost of your Season Ticket (£200) by 40 in the table above. This would make your Delay Repay refund £5 for that journey.

The main question many passengers ask about Delay Repay is whether train operators actually live up to their promises in compensating disrupted journeys. Under the Delay Repay Code of Conduct, Hull Trains has committed to publishing quarterly processing and payment details. The table below shows some recent data; you can find more stats here.

Although there is no guarantee that your Hull Trains Delay Repay claim will be successful, the table above shows that the operator does deliver on its Delay Repay promise, processing thousands of claims with an average approval rating above 75%. Additionally, passengers hear back quickly whether their claim has been accepted, with a processing time of a couple of days.

Photo by SavageKieran

Hull Trains lists the following reasons why some applications are rejected:

Claiming for journeys with a delay of less than 30 minutes

• Making the same claim twice for the same journey
• Inputting incorrect journey details
• Submitting a claim more than 28 days after the date of travel
• Claiming again for a ticket that has already been claimed against
• Claiming a journey that was taken with a different train operator

Before submitting a claim, you should check whether you might be making any of these mistakes. If your Hull Trains Delay Repay claim has been rejected and you think this was an error, you have the right to appeal against the decision. Simply email details of your appeal to Hull Trains at customerservices.hull@hulltrains.co.uk.

Like all train operators, Hull Trains runs its Delay Repay scheme following national guidelines that make train operating companies compensate passengers who have arrived belatedly at their destination for any reason. Crucially, to claim Hull Trains Delay Repay, you must have completed your journey with Hull Trains and have arrived 30 minutes or more late.

For passengers who decide not to travel, either for personal reasons or because of disruption to a Hull Trains service, it might be possible to apply for a refund from the retailer who sold you the ticket. However, this is separate from Hull Trains Delay Repay and will require a different process for claiming your Hull Trains refund. Check the details of your ticket purchase, including any terms and conditions related to cancellations.

• Are you eligible to claim Hull Trains Delay Repay? Were you delayed by at least 30 minutes on a Hull Trains service?
• Have you entered all your details into the Hull Trains Delay Repay form correctly? If you make a mistake in any of the ticket or compensation details, Hull Trains may not be able to verify your refund.
• Is your claim evidenced by a high-resolution scan or photograph of your ticket(s)? Hull Trains cannot process Delay Repay claims without this.
• In your claim, were all the details provided relevant to your planned journey? It is a common mistake to include instead the details of the journey you ended up taking after the delay.

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