If your EMR train is cancelled or delayed by 15+ minutes, you may be able to claim compensation.
Bought your ticket elsewhere? If the delay was caused by EMR, you can still claim directly with us.
Submit your claim within 28 days of travel.
If your EMR train is cancelled or you’re delayed by 15 minutes or more at your final destination, you may be entitled to compensation.
Make a Delay Repay Claim
Check the status on a claim
Track the status of your Delay Repay claim, get the latest updates, or appeal a decision.
How to make a claim
Watch the video below to find out what delay repay is and help on how to make a claim. You can also fill out a Delay Repay Claim Form and post it to us. Download the form to print off or pick one up at our stations.
We must receive your claim within 28 days of the delay.
How is compensation calculated?
Delay replay compensation is calculated as a percentage of your ticket cost using four timeframes.
15 to 29 minutes
25% of the cost of your single ticket or 12.5% of the cost of your return ticket
30 to 59 minutes
50% of the cost of your single ticket or 25% of the cost of your return ticket
60 to 119 minutes
100% of the cost of your single ticket or 50% of the cost of your return ticket
120 minutes or more
100% of the cost of your ticket, whether single or return
Delay Repay performance
Below is a table showing Delay Repay performance metrics.
| P1 (01/04-02/05) | P2 (03/05-31/05) | |
|---|---|---|
| Volume of delay repay compensation claims received within period | 61,221 | 64,140 |
| Volume of delay repay claims approved within period | 61,171 | 39,804 |
| Value of total delay compensation paid | £1,033,550.55 | £743,355.38 |
| Average time to close claims within period (working days) | 4.28 | 3.22 |
Frequent asked questions
What is Delay Repay?
When can I make a delay repay claim?
I filled in the claim incorrectly, what should I do?
How do EMR pay compensation?
What proof do I need to send with my claim?
I no longer have my ticket, how do I claim?
Can I claim for more than one journey at the same time?
How do you process claims?
I have a Season Ticket, what compensation will I receive?
Can I claim compensation for other travel problems?
What should I do if I decide not to travel because of disruption?
How do I appeal a decision?
Delay Repay is a scheme that lets you claim compensation if your EMR journey is cancelled or delayed by 15 minutes or more at your final destination*.
*Final destination is the station where you finish your journey.
You can claim if your EMR journey to your final destination is cancelled or delayed by 15 minutes or more.
You can also claim if an EMR delay makes you miss a connection, no matter which company the next train is with, and you arrive at your final destination more than 15 minutes late.
If you are travelling with a paper ticket, please speak to a member of the station team who will let you through the barriers with your ticket.
You must submit your claim within 28 days of your delayed journey.
If you filled in the claim incorrectly, please do not submit another claim. You can either log into your claim via our Online Portal or contact our Customer Service Centre on 03457 125678 .
We pay Delay Repay compensation by BACS, debit or credit card, or PayPal. Just choose your preferred payment method when you submit your claim and enter the required details in the form.
If you choose PayPal, please make sure the email address on your claim matches the one linked to your PayPal account.
Uploading your ticket
Please upload a photo of your travel ticket (not your seat reservation or receipt). Please cut your ticket in half or deface it before uploading, unless it is still in use (for example, a Season Ticket).
Accepted file types are JPEG, TIF, PNG or GIF, and files must be under 2MB.
Multiple tickets for one journey
If your journey involves more than one ticket, you can enter the details and upload an image for each one.
Please make sure you include your full journey from your starting station to your final destination, even if part of the journey wasn’t with EMR or wasn’t delayed. This helps us review your claim properly and calculate compensation based on the total cost of your journey.
E-Tickets
If you bought an e-ticket and can no longer access it in your retailer’s app, please use the PDF ticket sent to your email at the time of purchase.
Mobile Season Tickets
If you have an S-Ticket, enter the code from your coupon when asked for the Unique Ticket Number (UTN).
For security reasons, screenshots aren’t accepted. Instead, upload a photo of your booking confirmation showing the price paid.
If you’re unable to send your ticket or other proof of travel, get in touch with our Customer Service Centre on 03457 125 678
or drop us a line on X (formerly known as Twitter) at @eastmidrailway
. We're here 24/7.
To claim compensation, we do need a copy of your travel ticket.
In some cases, we may accept your booking confirmation or receipt instead, but this can only be used once.
When you make a Delay Repay claim online you can only submit one journey at a time, but you can set up an account and save your details for further claims.
If you set up a Delay Repay account:
- It's quicker and easier to make Delay Repay claims
- Your personal details are prefilled when you log in
- If you're a Season ticket holder, you can save your ticket and skip having to add it each time
- You can save your preferred compensation method
- See all your Delay Repay claims in one place
Our paper form lets you enter the details of up to five delayed journeys at the same time.
We check our train running system to confirm there was a delay to your journey. We might need to contact you for further information – by phone or email.
We never automatically rule out compensation, and treat each claim individually.
For weekly season tickets :
| Length of delay | Compensation |
| 15 to 29 minutes | Cost of your ticket divided (/) by 40 |
| 30 to 59 minutes | Cost of your ticket divided by 20 |
| 60 to 119 minutes | Cost of your ticket divided by 10 |
| 120 minutes or more | Cost of your ticket divided by 5 |
For monthly season tickets:
| Length of delay | Compensation |
| 15 to 29 minutes | Cost of your ticket divided by 160 |
| 30 to 59 minutes | Cost of your ticket divided by 80 |
| 60 to 119 minutes | Cost of your ticket divided by 40 |
| 120 minutes or more | Cost of your ticket divided by 20 |
For annual season tickets:
| Length of delay | Compensation |
| 15 to 29 minutes | Cost of your ticket divided by 1,856 |
| 30 to 59 minutes | Cost of your ticket divided by 928 |
| 60 to 119 minutes | Cost of your ticket divided by 464 |
| 120 minutes or more | Cost of your ticket divided by 232 |
The delay repay scheme is for delays of 15 minutes or more. For any other feedback on your journey, you can contact our Customer Service Centre on 03457 125 678 and the team will be able to help you further.
You can apply for a refund in cases like these, just be sure to include your reasons for not being able to travel. Apply for a refund at the place where you bought your ticket.
If you booked your tickets on our website or app, Log into your online account and follow the instructions for 'Order process and refund applications' on the 'My account' screen.
If you have Advance tickets you bought online, call our Customer Service Centre on 03457 125 678
or email [email protected]
to claim a refund for your cancelled journey.
We aim to process your claim accurately in the first instance, however, should you wish to appeal the outcome, please log into your claim using our online portal ‘Make a delay claim ’ which will allow you to check an existing claim.
You will need your claim reference and the email address used when your claim was submitted.
Your claim reference is specified in any correspondence we have sent you about this claim. It begins with EMR/DR.
When your appeal is submitted, we will revisit your claim and get back in touch with a further decision.
Further information
- Filling in a form doesn’t guarantee that you will get compensation, and it doesn’t affect your legal rights to take any other action against us
- Your rights are set out in the National Rail Conditions of Travel
- Only one claim can be made per journey and this must be made to the train operator who caused the delay, or the initial delay to your journey
- The amount of compensation owed to you is decided based on your details, train delays, ticket types and any other information provided. The more information you can give us, the better
- If your journey was with another train company, we’ll forward all your claim information through to them on your behalf
- If you were told about the delay before your ticket was purchased, for example due to a timetable change as a result of engineering works, you’re not likely to receive compensation
- We cannot accept claims from a third party unless there are mitigating circumstances
- Our thorough reporting and fraud prevention system allows us to monitor claims closely. You may be prosecuted if you make a fraudulent claim, and we report the details to the British Transport Police
- The level of compensation relates only to EMR and the National Rail Conditions of Travel. It does not in any way limit or exclude your legal rights as a consumer under the Consumer Rights Act 2015