Make a Delay Repay claim

Claim compensation for train delays

If you’re delayed by 15 minutes or more when you travel with us, you can claim compensation. And claiming is quicker and easier than ever before. You just need a valid ticket to claim.

Compensation can be paid by BACS, credit or debit card, Amazon vouchers or PayPal. We must receive your claim within 28 days of the delay.

*Please note that Delay Repay claims for journeys made with East Midlands Trains are subject to the previous scheme. So for any travel on or before 17 August 2019, compensation is available for delays over 30 minutes.

Make a Delay Repay claim

How delays are decided

A delayed train is usually classed as a service running behind the planned, advertised timetable. If we’ve introduced an emergency timetable, compensation will be based on that.

If your train was delayed due to pre-planned engineering works and replacement bus services were offered, it’s unlikely you’ll be able to claim compensation.

How much money you could claim

Length of delay Compensation
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

Make a Delay Repay claim

Our Delay Repay scheme allows you to claim compensation if your journey with us is delayed by 15 minutes or more, or you miss a booked connection because of a delay on our trains. We must receive your Delay Repay claim within 28 days of the date of your delayed journey.

Daily tickets

Length of delay Compensation
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

Season tickets

If you're a Season ticket holder, compensation is based on the proportionate cost of a single journey, to a maximum payment of the full day’s journey cost per day.

Here’s how it works out:

  • Weekly – 1/10th of ticket cost
  • Monthly – 1/40th of ticket cost
  • Annual – 1/464th of ticket cost

Consumer Rights Act 2015

In accordance with your legal rights as a consumer under the Consumer Rights Act 2015, you may be eligible to a different level or method of compensation, including consequential loss, where EMR is at fault, and nothing set out above is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Service Centre.

We do our best to make passengers aware of our Delay Repay scheme, and how to claim. We make announcements on our trains when there’s been a disruption, and hand out paper claim forms – which also detail how to claim online. We also raise awareness of Delay Repay on Twitter @eastmidrailway

We pay Delay Repay compensation by BACS, credit or debit card, Amazon vouchers or PayPal. Select your preferred option when you make your claim and enter the required information on the form.

If none of these methods are suitable, or you paid for your ticket in cash and would like to be compensated this way, contact our Customer Service Centre on 03457 125 678 or drop us a line on Twitter at @eastmidrailway. We're here 24/7.

We must receive your Delay Repay claim within 28 days of the date of your delayed journey.

Ideally your actual rail ticket – but we know this isn’t always possible. You can scan these and save them as jpeg, tif, png or gif files, just make sure they’re not over 2MB in size. If you booked through EMR, you can also send us your booking reference, or booking confirmation email.

If your ticket is on a Smartcard, we'll need your Smartcard number and details of the ticket held on the card.

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 Twitter at @eastmidrailway. We're here 24/7.

Our paper form lets you enter the details of up to five delayed journeys at the same time. 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:

  • 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

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.

Get in touch with us to explain what happened – we welcome all feedback about our train services. If you didn’t receive the service we promised, you may be entitled to compensation. Contact our Customer Service Centre on 03457 125 678, email [email protected] or drop us a line on Twitter at @eastmidrailway. We're here 24/7. You can read more about our commitment to customers in our Passenger’s Charter.

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.

  • 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 ticket 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

It's quick and easy to claim online.

You can also fill out a Delay Repay form and post it to us. Download a form here to print off or pick one up at our stations.

We must receive your claim within 28 days of the delay.