Help & Support


Compensation for Delays

Each franchised Train Company has a Passenger's Charter which is a guide to the level of service you can expect to receive when using their stations and their train services. If the journey you have made, or are making, is delayed you may be entitled to compensation from the Train Operating Company or service provider.

If a service is delayed and you choose not to travel, you may be entitled to a full refund from the retailer of your Ticket.




The compensation offered depends on:

  • Operator you travelled or are travelling with,
  • Ticket type held,
  • Length of the delay against the timetable

Each Train Company will publish the details of their compensation arrangements within their 'Passenger's Charter' and we have compiled a list of direct links at

In addition, the nature of compensation offered will depend on the type of compensatory arrangement that the Train Company has in place according to their franchise commitment. This has been changed and improved over the years as Train Company franchises are renewed or replaced.

Most Train Companies now offer
'Delay Repay' where daily ticket holders as well as 7-Day, Monthly and longer Season Tickets can claim for delayed journeys as and when they occur. A few Train Companies still operate the original Passenger's Charter formula where the arrangements will differ for holders of Monthly and longer Season Ticket holders.

Please retain your train ticket and make a note of your journey as both will be required to support any claim for compensation.

Frequently Asked Questions

We have created a list of frequently asked questions regarding refunds on tickets and compensation rights for rail customers.


Money back for delays

You can find delay repay information and everything you need to know about what you are entitled to, and how to claim online with a scan or photograph of your ticket, on the train company’s website. Some Train Companies allow Season Ticket holders to register their ticket online to make future claims quicker and easier. See for links to Train Company's delay compensation websites and Passengers' Charters.

Alternatively, most claims can be made by obtaining a form from a staffed station, enclosing the ticket and posting back to the Operator.

of the National Rail Conditions of Travel outlines the minimum offered through Passengers' Charter's but in practice the vast majority of Operators pay more than that.

We’re here to help you on your journey and to get you back on track. You can sign up for automatic alerts about delays and disruption via Facebook Messenger. You can also tweet us too at @nationalrailenq.

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Old style Passenger's Charter compensation applicable to Season Tickets holders

Old style Passenger's Charter still applies to Season Ticket renewals for the following train companies:

  • Chiltern Railways
  • Great Western Railway (GWR)

Whilst claiming for delays on daily or weekly tickets remains broadly the same as for Delay Repay detailed above, the formula for Season Ticket holders of one month or longer is different.

Rather than claiming for each and every delay as it occurs, statistics relating to both performance (the number of trains that arrived on time) and reliability (the number of trains that ran without cancellation) are gathered by the train company, independently verified and then measured against the targets set by the
Department for Transport. This is measured on a 4-weekly basis and where the train company fails against one or both targets a discount of 5% for each of the failed targets is offered to those renewing their Season ticket.

These statistics are gathered every four weeks by the Train Operators and are available on their websites at the links below.

Season Ticket renewal discounts and Void Days declared

From Period 21/04 (02 August 2020), reports will no longer be produced and available on this site. To find details of Season Ticket renewal discounts, and Void Days, please use the links below for the respective Operator.

       Chiltern Railways - Performance link                               GWR - Performance link

Previous reports are still available below.



PERIOD 21/03 Applies to Season Ticket renewals from Sunday 05 July to Saturday 01 August 2020 ONLY
PERIOD 21/02 Applies to Season Ticket renewals from Sunday 07 June to Saturday 04 July 2020 ONLY
PERIOD 21/01

Applies for Season Ticket renewals from Sunday 10 May to Saturday 06 June 2020 ONLY

PERIOD 20/13 Applies for Season Ticket renewals from Sunday 12 April to Saturday 09 May 2020 ONLY  
PERIOD 20/12  Applies for Season Ticket renewals from Sunday 08 March to Saturday 11 April 2020 ONLY
PERIOD 20/11   Applies for Season Tickets purchased from Sunday 09 February to Saturday 07 March 2020 ONLY  
PERIOD 20/10  Applies for Season Tickets purchased from Sunday 12 January to Saturday 08 February 2020 ONLY  
PERIOD 20/09  Applies to Season Ticket renewals from Sunday 15 December 2019 to Saturday 11 January 2020 ONLY  
PERIOD 20/08  Applies to Season Ticket renewals from Sunday 17 November to Saturday 14 December 2019 ONLY  
PERIOD 20/07  Applies to Season Ticket renewals from Sunday 20 October to Saturday 16 November 2019 ONLY  

PERIOD 20/06

Applies to Season Ticket renewals from Sunday 22 September to Saturday 19 October 2019 ONLY
PERIOD 20/05 Applies to Season Ticket renewals from Sunday 25 August and Saturday 21 September 2019 ONLY

Any enquiries regarding these figures should be raised directly with the Train Company.

If your Train Company is not shown on any of these documents then it operates a Delay Repay compensation formula for Season Ticket holders.

Last updated:   16 March 2022