c2c line status: Good service

New Delay Repay from 15 minutes

We understand how frustrating any delay can be so we’ve made it possible for you to claim for compensation after 15 minutes instead of 30.

This means that if your train is delayed between 15 and 29 minutes, you can now claim back 25% of the cost of your single ticket (or the appropriate percentage of your season or returns). Your compensation for any delays over 30 minutes remains the same (50% of the cost of a single ticket).

If you have a c2c Smartcard you’ll already receive Automatic Delay Repay for delays over 2 minutes, but now you’ll receive the new band of compensation after 15 minutes of delay - automatically getting 25% of your single journey price back for delays of 15 – 29 minutes instead of the 3p per minute.

How much compensation can I receive?

Length of Delay Delay Compensation

2 to 14 minutes delay

On c2c Smartcards only: You’ll get 3p back for every minute you are delayed. So for a delay of 2 minutes you will receive 3p, 3 minutes 6p, 
4 minutes 9p, and so on

15 to 29 minutes delay

25% of the cost of a single journey
(or the appropriate percentage for season and return tickets)

30 to 59 minutes delay

50% of the cost of a single journey
(or the appropriate percentage for season and return tickets)

60 to 119 minutes delay

100% of the cost of a single journey (or the appropriate pro-rata percentage for season and return tickets)

120 minutes delay

100% of the cost of the return journey (or the appropriate pro-rata percentage for season and return tickets)

How do I claim?

You have a few options on how you can claim Delay Repay:

  • Use our easy and quick online form which takes less than two minutes to complete.
  • Fill out a Delay Repay claim form which can be found and completed at one of our ticket offices.
  • If you have a c2c Smartcard you’ll get automatically compensated for delays over 2 minutes.

Whilst we’ll continue to do our best to get you where you need to be on time, we hope this new level of compensation helps if you do experience delays on your journey.

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