c2c line status: Good service

Compensation Delay Repay

When can I claim compensation for delays to c2c services?

If you have been delayed on your journey with us by more than 30 minutes you can claim compensation through our Delay Repay claim form.  The amount you receive will depend on the type of ticket you have and the length of time that you were delayed. You can receive your compensation in one of four ways:

  • Cheque
  • Credit/ debit card
  • National Rail Travel Voucher
  • Cash (by choosing National Rail Travel Voucher and exchanging for cash at a c2c ticket office)

30 to 59 minutes delay:

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

60 to 119 minutes delay:

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

120 minutes delay or longer:

100% of the cost of the return journey (or the appropriate percentage season and return tickets)

Your Delay Repay entitlement explained:

Under the Delay Repay scheme, if you are delayed by more than 30 minutes, you will be entitled to compensation against the cost of your journey with us. The amount you receive will depend on the type of ticket you have. For a delay of between 30 and 59 minutes this will be 50% of the cost of the journey. For a delay of between 60 and 119 minutes, this will be 100% of the cost of the journey. For delays of more than 120 minutes, for Return Tickets and Season Tickets, this will be 100% of the cost of the return journey.

For a Single Ticket the cost of the ticket is the same as the cost of the journey. We work out the cost per journey of a return ticket as half the total ticket cost.

If you have a Season Ticket, we work out the journey cost, as the ticket cost divided by the average number of working days (to get the daily rate of travel) and then divide it by two.

For a weekly ticket

We divide the cost of the ticket by 5 working days to get the daily rate of travel and then by two to get the cost of the journey – so in other words, the cost of the ticket divided by 10.

For a monthly ticket

We divide the cost of the ticket by 20 working days, (to get the daily rate of travel), and then by two to get the cost of the journey – so in other words, the cost of the ticket divided by 40.

For an annual ticket

We divide the cost of the ticket by 232 working days (to get the daily rate of travel), and then by two to get the cost of the journey – so in other words, the cost of the ticket divided by 464.

For season tickets with other lengths of validity, we will work out the number of working days (based on 5 in a full week) to get the journey cost as above.

If we introduce an emergency timetable, compensation will be based on that emergency timetable.