Trainline's app can automatically track train delays and notify passengers when they may be eligible to claim money back through Delay Repay, a feature that has detected more than one million eligible delayed journeys over the past 12 months.
Long train delays affect thousands of Brits every month, and passengers may be entitled to some of their money back when this happens. The Trainline app monitors journeys in real time, meaning passengers do not have to work out for themselves whether their delayed train qualifies.
If there is a delay, the app will keep track of it. Once the journey is over and Trainline knows a claim can be made, it sends a push notification or email. Passengers can then check the details before clicking through to the train operator's website, where the actual claim is submitted.
Eligibility and how much you can claim
The feature is available through the Trainline app for Flexible tickets and Advance tickets on single-leg journeys, but not for open returns or Season Tickets. How much money passengers can get back depends on the train company, the price and type of ticket, and how long they were delayed.
Most UK train operators offer compensation when passengers are delayed by 15 or 30 minutes, with the amount normally increasing the longer they are held up. Under the National Rail Conditions of Travel, operators must offer passengers at least one form of monetary compensation for eligible delays, such as a bank transfer, cheque or refund. Some companies also offer rail vouchers.
Evidence needed for a claim
Passengers will usually need evidence of their journey when making a claim. This can include a scan, photograph or screenshot of the ticket and its barcode for an e-ticket. Trainline also recommends keeping the booking confirmation or e-ticket receipt showing the booking reference, journey and the amount paid.
Season Ticket holders may need their photocard, while a receipt containing the journey details and price can be used if the original ticket is no longer available. It appears plenty of passengers could be missing out, as Trainline's survey found almost half of Britons, 47%, had never applied for or received train delay compensation, while 27% did not know they could be entitled to money back if their train was delayed. The company also found the average Brit said they missed out on £1,204.80 each year across products and services they were eligible to return or have refunded.
Rules for cancellations and connections
There are slightly different rules if a train is cancelled. If passengers still travel using an alternative train, they could claim Delay Repay if the cancellation leaves the overall journey more than 15 or 30 minutes late, depending on the operator. But if they decide to give up on the journey altogether because of the disruption, they should instead claim a refund for the unused part of the ticket, which needs to be done within 28 days of the ticket's expiry date.
Missing a connection because of a delayed train does not necessarily mean buying another ticket. If the whole journey was booked under one ticket, Trainline says passengers can wait for the next available train run by the same operator without paying extra. Passengers are advised to speak to a member of staff on the delayed train or at the next station for help.
People travelling on National Rail using an Oyster card can also claim compensation for eligible delays and cancellations under the relevant train company's rules, although they will need to provide a copy of their journey history. This can be obtained from a London Underground or London Overground station or an Oyster Ticket Stop. Those with a registered Oyster card can also get their journey history online by logging into their account on the TfL website.
Delay Repay also does not take away rights under the Consumer Rights Act 2015. Trainline says passengers may be able to claim additional compensation if they face costs because a train company failed to provide the expected service. Compensation is not usually offered during periods of pre-planned engineering works or when replacement bus services are used.
The scheme is offered by a long list of train companies across the UK, although the point at which compensation kicks in and the amount that could be received can differ between operators. The full list of train operators offering Delay Repay includes Avanti West Coast, c2c, Caledonian Sleeper, Chiltern Railways, CrossCountry, East Midlands Railway, Gatwick Express, Grand Central Railway, London North East Railway, London Northwestern Railway, Lumo, Merseyrail, Northern, ScotRail, Southeastern, Southern, South Western Railway, Greater Anglia, Great Northern, Great Western Railway, Hull Trains, Thameslink, TransPennine Express, Transport for Wales, West Midlands Railway and Stansted Express.
