Claim Delay Repay

What is Delay Repay?

Delay Repay is a national scheme that makes it easier to claim compensation when your journey is delayed.

You can claim Delay Repay if your journey has been delayed by 15 minutes or more. Depending on the length of your delay, you may be entitled to compensation equivalent to all or part of your ticket cost. Claim from the train company you travelled with whose service delayed your journey. If an Avanti West Coast train delayed your arrival at your destination by 15 minutes or more, you're in the right place.

Delays are calculated against the scheduled timetable on the day. The length of a delay is based on the time your train arrives at your destination compared to its scheduled arrival time, not the delay when you first set off.

All Delay Repay claims must be submitted within 28 days of the affected journey.

Claim Delay Repay using our portal

You can claim compensation for a delay by visiting our online portal. Just create an account, then submit your claim.

Register for Delay Repay

Automated Delay Repay

If you book your Advance tickets direct with us, you can register for Automated Delay Repay (ADR) using this link. ADR makes claiming compensation quicker and easier by automatically identifying eligible delays.

How to get started

To use Automated Delay Repay, you’ll need to create a Delay Repay account using the same email address you used to purchase your Avanti West Coast tickets and opt in to ADR.

If you’re opting into Automated Delay Repay for the first time, this must be completed no later than the day of travel for it to apply to that journey. This includes opting in after you’ve arrived, as long as it’s still the same travel day. Once registered, ADR will apply to future eligible journeys.

What happens next?

If your journey is delayed by 15 minutes or more, we’ll process a claim automatically, usually within 24 hours of travel. We’ll then email you asking you to confirm the details of your journey. Once confirmed, we’ll process your payment, which can take up to five working days.

Haven’t received an email?

In a small number of cases, Automated Delay Repay may not be triggered for a journey. If you haven’t received an email from us within 48 hours of your journey, you can still claim compensation.

Simply submit a manual Delay Repay claim using our manual Delay Repay process on the portal.

Register for Automated Delay Repay

Didn't book with us directly?

If you booked your Avanti West Coast train ticket via another company then you can still claim Delay Repay if your journey was delayed by more than 15 minutes. You can do this by registering for our Delay Repay portal. Simply register and make your claim.

Claim using our downloadable form

If you would like to make a claim using our downloadable form then you must make sure:

• All fields are completed on the form - incomplete forms can mean it takes longer to process your claim.
• You've provided all the correct information including ticket numbers etc.
• Ensure the journey entered is the journey you intended to board - not the journey you took due to the delay.
• Ensure that your claim is being submitted to the right operator, i.e. Avanti West Coast.
• Once we've received your request, we'll process it within 20 working days (though it's usually much faster than this) and you'll receive your compensation by your chosen payment method.
• If the form doesn't reach us, we won't be able to process your claim, we therefore would recommend sending recorded/special delivery.

Download Delay Repay form

Example

For example, if you bought a Return ticket and were delayed between 30-59 minutes, you would be entitled to 25% of the value of your ticket as compensation.

How much can I claim as a Season ticket holder?

If your train is delayed and you’re a Season ticket holder, you will be refunded the proportionate cost of the price of your Season ticket.

Your refund is worked out on an estimated number of Single journeys over the Season ticket’s duration, as follows:

• Annual - 464 Single journeys
• Six-month - 240 single journeys
• Quarterly - 120 Single journey
• Monthly - 40 Single journeys
• Weekly - 10 Single journeys