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Last updated: 17:53
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Delay Repay compensation

We know how frustrating train delays can be, and we do our best to keep you moving. But if you’re delayed by 15 minutes or more, you may be entitled to compensation.

What is Delay Repay?

Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations.

If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Great Northern service, you can claim Delay Repay compensation. Delay Repay is a national scheme train companies use to compensate passengers for delays or cancellations.

You will find details of the scheme outlined in our Passenger's Charter which is available at all our staffed stations or online on the Passenger's Charter page.

Apply online now

Donate your Delay Repay

We have set up a new partnership with both Samaritans & Railway Children, following customer feedback, giving you the option to donate to either cause if your train is delayed for 15 minutes or more.

We have chosen to partner with these organisations as they support mental health and young people, two key focus areas for us. 100% of the funds raised by passengers will go to ensuring that Samaritans and Railway Children can continue their life-saving and life-enhancing work.

Simply apply for Delay Repay and select the charity that you would like to donate to.

How to claim Delay Repay

You need to apply for compensation online or by post within 28 days of your delayed journey. We’ll respond to your claim within 20 working days, however unless there has been a period of disruption you should hear back from us within 5 days.

Applying online is quick and easy, and you can create an online account to store your details for future visits.

To complete the online or printed form, you’ll need proof of travel. Valid proof of travel depends on what type of ticket you have.

Paper ticket

  • Your original ticket
  • A ticket receipt, if you no longer have your ticket
  • A scan or photograph of your season ticket and photocard

Key smartcard

  • Your key smartcard number (shown on the front of your card)

Smartcard from another train company

  • Your smartcard number
  • A receipt or booking confirmation showing details of the tickets held on your smartcard

Oyster season ticket

  • A receipt showing the date of purchase, the price you paid and the zones covered by your Oyster card

Oyster pay as you go or contactless payment

  • A printout showing where you touched in and out and the cost of your journey
  • You can get detailed information about your Oyster and contactless journeys from your account page on the TfL website

If you’re claiming by post, send your form to:

Govia Thameslink Railway

Please note that each individual traveller must submit their own delay repay claim (unless it is for a child or under mitigating circumstances - more information here). If you submit multiple claims for the same journey these will be declined and will add a delay to you receiving any compensation due.

All claims are checked and verified. Great Northern reserves the right to prosecute fraudulent claimants. Claims must be made by the person who experienced the delay except under mitigating circumstances.

Period Volume of delay compensation claims received Volume of delay compensation claims approved Value of total delay compensation paid Average time for claims to be processed in working days
Period 1 (01/04/2022 - 30/04/2022) 3,126 2,682 £19,197.60 2.4
Period 2 (01/05/2022 - 28/05/2022) 3,778 3,270 £26,572.70 2.6
Period 3 (29/05/2022 - 25/06/2022) 2,879 2,210 £19,935.70 2
Period 4 (26/06/2022 - 23/07/2022) 5,752 3,944 £46,139.30 2.2
Period 5 (24/07/2022 - 20/08/2022) 12,868 9,954 £126,128.30 2.2
Period 6 (21/08/2022 - 17/09/2022) 7,481 6,336 £63,809.20 2.4
Period 7 (18/09/2022 - 15/10/2022) 8,575 6,598 £71,321.80 2.1
Period 8 (16/10/2022 - 12/11/2022) 3,513 3,066 £22,635.50 2.2
Period 9 (13/11/2022 - 10/12/2022) 4,233 3,710 £29,753.30 2.2
Period 10 (11/12/2022 - 07/01/2023) 5,675 3,790 £40,612.60 1.9
Period 11 (08/01/2023 - 04/02/2023) 4,584 3,848 £33,297.70 1.9
Period 12 (05/02/2023 - 04/03/2023) 5,128 4,569 £35,795.30 1.9
Period 13 (05/03/2023 - 31/03/2023) 4,805 4,189 £32,736.70 1.9

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