Your questions about claiming Delay Repay compensation on Great Northern answered here…
Yes - if you’ve travelled on our services and your journey has been delayed by more than 15 minutes you can claim.
You do need to provide a copy of your Oyster statement showing the journey(s) you are claiming for. Statements are available online from the TfL website or from a London Underground ticket office.
Please contact TfL if your tube or DLR journey is delayed for more than 25 minutes, or your London Overground journey is delayed by more than 30. You can apply online through your Oyster account.
If you're delayed by:
If you're delayed by:
Your statutory rights are to receive your compensation in the same way you paid for your ticket. The full range of repayment options are available through the online form. These are:
Repayment options on the postal form are more limited. If you do not select a preferred method of repayment on the postal form, we will issue cashable vouchers.
Only cashable rail vouchers (blue vouchers) issued by us can be exchanged for cash at our ticket offices. We do not have an agreement with other train operating companies to cash their vouchers and in most cases, these vouchers are not of the cashable variety. You should contact the train company who issued the vouchers if you have any queries.
Yes, if you use the online form, you can submit up to 3 claims. Each claim is processed separately so you will receive a separate contact for each claim you make and they may be processed at different times.
Make sure you have provided accurate information for the repayment method you have chosen to avoid failed payments for Delay Repay claims.
Here are some top tips to avoid a failed payment:
In order to complete repayment by credit/debit card or bank transfer we need your personal financial information. It is perfectly secure to provide this information online but we cannot guarantee its security by post. You must have an online account with us to be able to accept e-voucher compensation. As part of the online application process, only those who have created an account are offered e-vouchers as a method of repayment and PayPal will only be available if you have a PayPal account.
If there's a period of sustained poor performance, season ticket holders may be entitled to enhanced compensation.
This could be two free return journeys anywhere on our network to be used within 12 months or National Rail Travel Vouchers for the value of a single journey between the stations for which your ticket is valid. Find out more and claim online
So that we can process claims as quickly as possible, it is important that you use our systems and tools to do this. As you are the person who has experienced the delay, you are the best placed to tell us what happened.
If you are travelling with more than one train operator and you experience a delay, it is important that you make your claim for compensation to the operator that caused the initial delay. It is important that you leave sufficient time to maintain connections (including crossing London connections). Compensation will only be paid for missed connections when enough time has been left to meet the connection and you hold a ‘through’ ticket that covers the entire journey. Further details can be found at nationalrail.co.uk
The key smartcard:
Oyster and contactless:
To access your Oyster or Contactless journey information visit www.tfl.gov.uk
Please note there is an attachment limit of 5mb in place
If we declined your claim or were unable to process it for any reason, we will contact you to tell you and we will provide a claim reference number. If you would like us to reconsider your claim you should complete the online form again selecting “Resubmitted claim” under ‘reason for claim’. You will be prompted to provide the case reference number we provided you with. You’ll need to include any missing or additional information we’ve asked for so that we can now process your claim.
Unfortunately American Express have told us that at present they can’t support the solution which the card payment industry is developing for rail. Because of this we are unable to offer Delay Repay repayments back to American Express cards.
Your claim may be declined for a number of reasons and the specific reason for this will be provided to you in our response. Common reasons for turning down a claim are: