Delay Repay

Get compensation when you're delayed by 15 minute or more.

Delays to services at Kings Langley

We experienced problems on Monday, which impacting services on our Northampton via Milton Keynes Central line.

We're really sorry if you were affected - we work hard to keep disruption to a minimum.  Find out more about what we do when things go wrong
 

Make a claim for compensation Check your existing claim Appeal a claim decision

We dislike train delays as much as you do. Even small delays can have a knock-on effect on your day. Which is why if you hold a valid ticket for your journey, you can claim compensation for delays of just 15 minutes or more, no matter what the reason.

The total compensation payable per day is limited to 100% of the daily cost of your ticket.

Daily Tickets

If you don't hold a season ticket, you have a 'daily ticket':

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 the cost of your return ticket
60 to 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 it's single or return

Season Tickets

If you hold a ticket with unlimited travel for more than one week, you have a 'season ticket':

Length of delay Compensation
15 to 29 minutes 12.5% of your daily travel cost
30 to 59 minutes 25% of your daily travel cost
60 to to 119 minutes 50% of your daily travel cost
120 minutes or longer 100% of your daily travel cost

The 'daily travel cost' is calculated based one return journey per working day, and 5 working days per week:

Season Ticket The Daily Travel Cost is calculated
by dividing the cost of your
season ticket by...
7-Day Season Ticket 5
4-Week Season Ticket 20
Monthly Season Ticket 20
Annual Season Ticket 232

It's quicker and easier to claim online, but alternatively you can pick up a claim form at staffed stations, or download the form here.

Post the completed form in an envelope to us at:

"Freepost LONDON NORTHWESTERN RAILWAY DELAY REPAY"

Please note this is the full address, shortened for your ease.

Important information

  • 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.

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.

Appeal an existing Delay Repay decision


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.

  • 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.
  • 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. West Midlands 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 our London Northwestern Railway Contact Centre, or telephone us on 0333 311 0006.