TransPennine Delay Repay: How to claim compensation for late trains

In the UK, rail passengers have the right to compensation if their train journey is delayed beyond a specified period. Nobody wants to travel on a delayed train, but when your journey goes wrong, it is helpful to know that TransPennine Delay Repay is there to put things right.

With TransPennine Delay Repay, any journey that takes at least 15 minutes longer than scheduled will likely be entitled to a full or partial refund. Being part of the national scheme is “the least we can do to make up for any inconvenience caused,” according to TransPennine.

Applying for Delay Repay compensation with TransPennine is easy and convenient with an option to submit via online form or through the post. Delayed passengers also have a wide range of compensation methods available.

Remember: claims must be made within 28 days of your journey date.

Getting money back for a delayed train with TransPennine is simple and efficient, with TransPennine’s online Delay Repay form.

Within the 28-day window from the date of your journey, access the portal, from which you will be asked to provide the details of your services and delay, and your chosen methods to receive your compensation. After uploading a scan of your ticket or Season Ticket, submit your claim and sit back while TransPennine reviews your case.

Options for your refund if you submit your claim online include BACS payment, credit or debit card, a charity donation and more.

If you have any questions about TransPennine Delay Repay, speak to a member of staff at any TransPennine help desk or reach out to the operator here.

Note: since all Delay Repay claims must be made with the operator responsible for the delay, Trip.com cannot process or advise on your TransPennine Delay Repay claim.

Can I make a Delay Repay claim by post

TransPennine also offers passengers the chance to submit a Delay Repay claim through the post. To do so, simply download the form here then post it to: Freepost TransPennine EXPRESS.

Make sure to hold onto any paper train tickets, as TransPennine will need these to calculate how much compensation to give you and verify your claim. You must include either the original ticket(s) and seat reservation(s), full booking confirmation or your smartcard number (if relevant) with your form.

TransPennine warns passengers that claims submitted via the post may take longer to review.

If you arrive at your final destination 15 minutes or more minutes later than the scheduled arrival time, you will be entitled to receive compensation through the TransPennine Delay Repay scheme.

The amount of money you get back varies in accordance with your ticket type and the length of your delay, as per the levels set by the Department for Transport:

For Season Ticket holders, the amount owed is worked out as proportion of one journey, which means TransPennine will divide the cost of your Season Ticket by:

For example, if you have a Monthly Season Ticket that cost £600 and need to claim for a delay of two or more hours, the calculation is:

£600 divided by 20 = £30

Photo by Rodhullandemu

To reassure customers that it takes its Delay Repay scheme seriously, TransPennine regularly publishes and updates statistics on the number of claims received and percentage approved, as well as the total amount paid out and the speed with which it processes applications.

Here is a short breakdown of some recent periods, showing volume of claims received and percentage of claims approved (you can consult full figures, dating back to 2022, here):

The table shows that TransPennine does deliver on its Delay Repay promise. The operator consistently compensates over 80% of claims for delays of 15 or more minutes and processes claims in just a few days.

Sending a TransPennine Delay Repay claim does not mean you will necessarily receive compensation. Although four in five applications do result in a successful outcome, the operator checks each case individually to make sure the claim is valid.

• There are some common reasons why passengers may be denied a refund:
• Your claim was submitted more than 28 days after the journey.
• You claimed for a journey that was not delayed by 15 minutes or more.
• Your journey was delayed by another operator, so you should make your Delay Repay claim with them not with TransPennine.
• You input incorrect journey details or claimed for a ticket that was not valid for your journey.
• The same claim was submitted twice for the same journey or the ticket had already been claimed against.
• You didn’t provide sufficient proof of purchase.

If you think your claim has been wrongly rejected, it is possible to lodge an appeal with TransPennine. Check your TransPennine Delay Repay online portal or get in touch with the Customer Relations team by calling 0345 600 1671. Where appropriate, TransPennine will re-open your case and get back in touch with a further decision.

The difference between TransPennine Delay Repay and other forms of compensation for delayed or disrupted trains is simple to understand. Essentially, if you travelled with TransPennine and reached your destination 15 or more minutes late, you will likely be entitled to claim Delay Repay compensation. On the other hand, if you chose not travel because of disruption to the train service, you will probably be eligible for a full refund from the retailer who sold your ticket.

Things to look out for when claiming Delay Repay with TransPennine

• Submit your TransPennine Delay Repay claim within 28 days of finishing your journey.
• On journeys that rely on more than one train operator, make your claim with the operator that caused the initial delay.
• Check if planned engineering works may have affected timetables on your day of travel; if a pre-published timetable was in operation, any Delay Repay compensation will be calculated from that.
• Always upload a high-resolution scan or photograph of your tickets, so that TransPennine can process your application.
• Remember to input the details of the journey you booked, not the journey you ended up taking (if these are different).

TransPennine Express general information

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