If you hold a valid ticket for your journey, you can claim compensation for delays of 15 minutes or more, no matter what the reason.
Claim up to 100% money back on your ticket
Please note, delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used.
Of course, we hope you don’t need to look at this table, but we’re realistic. Delays happen. So, if they do, see how much you could claim:
|Length of Delay||Compensation|
|15 to 29 minutes||25% of your single ticket cost or 12.5% of your return ticket cost|
|30 to 59 minutes||50% of the cost of your one way ticket or 25% of your return ticket cost|
|60 to 119 minutes||100% of the cost of your one way ticket or 50% of the cost of your return ticket|
|120 minutes or longer||100% of the cost of your ticket whether single or return|
Season and multi-journey tickets
With regards to other tickets, it’s a little more difficult to calculate. Basically, we will use the proportionate cost of the price of the Season Ticket (i.e. 1/10th of a Weekly ticket, 1/40th of a Monthly ticket and 1/464th of an Annual ticket).
The total amount you can claim
The total compensation you can claim is capped. For single/return ticket holders the compensation available is capped at 100% of the price of the ticket(s) purchased for that journey. For season ticket holders, compensation is calculated on a proportional basis (as per our Passenger’s Charter), and is capped at 200% of this proportion of the face value of the ticket per day, which will usually equate to two journeys per day.
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Alternatively, you can pick up a claim form at staffed stations/from staff on trains, or download the form here.
Post the completed form to us at:
Freepost LONDON NORTHWESTERN RAILWAY DELAY REPAY
(Please note this is the full address, shortened for your ease)
If you have a mobile ticket, simply include your ticket reference number on the Delay Repay Form so we can verify your ticket purchase.
You must make your claim within 28 days of the delay.
Remember, though, we’ll not normally accept a claim if you were told in advance of your journey that there would be a delay.
How do I appeal a decision?
We hope we can deal with your claim to your satisfaction. However, should you wish to appeal the outcome of your claim, please contact us.
You’ll need your claim reference and either the email address or postcode provided to us when your claim was submitted. Your claim reference is specified in any correspondence we have sent you about this claim.
When your appeal is submitted, we will revisit your claim and get back in touch with a further decision.
When making a claim please note
- Sending us a claim form does not guarantee that you will get compensation, and it does not affect your legal rights
- These rights are set out in the National Rail Conditions of Travel
- Delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used
- You must take care when completing the claim form. London Northwestern Railway has an established monitoring system for checking information provided to validate a claim
- Your application form should reach us within 28 days of the date of the incident
- You should receive your compensation payment within 14 days of our agreeing your claim
If you have any questions about the Delay Repay scheme, contact the London Northwestern Railway Contact Centre, or telephone us on 0333 311 0006.