Delay Repay FAQs

You can claim compensation if your train is delayed by 15 minutes or more and you have a valid ticket for your journey. Delay length is based on your train’s actual arrival time at your destination compared to the scheduled arrival time.

You can claim Delay Repay on daily tickets, contactless pay as you go journeys, Season Tickets and Flexi Seasons.

With Flexi Seasons you can claim compensation if you’ve activated a day of travel and are delayed by 15 minutes or more. However, if you’ve activated a day of travel and choose not to travel at the last minute due to the train delays you should apply for a refund from our Customer Relations team.

You can only make one Delay Repay claim per journey. If you travelled on more than one train, with multiple train operators, submit your claim to the train company that caused your first delay or caused you to miss a connecting train.

You should submit your claim to us if:

• You were delayed by 15 minutes or more on a London Northwestern Railway train
• A delay on your London Northwestern Railway train caused you to miss a connecting service, resulting in a delay of 15 minutes or more at your destination

If your initial delay was caused by another train company, you should submit your Delay Repay claim to them, even if you bought your ticket from us.

Claim Delay Repay

You’ll need to include evidence of your ticket/s with your claim form, and we must receive your claim within 28 days of your affected travel date.

• Online:
  • The easiest way to claim is via our online Delay Repay form
  • If you’re a Season Ticket holder and create a Delay Repay account, you can save your Season Ticket details for any future claims you might need to make while your ticket is valid
  • You can also check the status of your online claim
• By post:
  • Download and print off a Delay Repay claim form PDF or pick up a copy from our staffed stations
  • Post the completed form in an envelope, with evidence of your ticket/s, to:
    Freepost LONDON NORTHWESTERN RAILWAY DELAY REPAY

You’ll need to provide evidence that you had a valid ticket for your delayed journey as part of the claims process. To prevent fraudulent Delay Repay claims, we don’t accept receipts or booking confirmation emails as proof of travel unless your actual ticket number is visible on the receipt.

Proof of valid ticket

• QR code and paper tickets: You’ll need to upload a photo or screenshot of your ticket. If you hold multiple tickets, such as split tickets, you will need to take a photo of each ticket used to complete your journey
  If you no longer have access to your QR-coded e-ticket, contact your ticket retailer and they can give you a copy suitable for a Delay Repay claim
• Smartcard and Swift card users: You will need to enter your Smartcard number
• Oyster card and Contactless pay as you go: You will need to upload a copy of the TfL statement of your journey. You can download your statement from the Transport for London (TfL) website but you’ll need to set up a TfL account to see more than 7 days of journey history
• Other screenshots, receipts or bank statements won’t be accepted as proof of travel

Proof of defaced/spoilt tickets

If you have single or return paper ticket/s we will ask you to deface your ticket when you make a Delay Repay claim. This is to ensure the ticket cannot be used or claimed against more than once.

Do not deface your ticket if it’s valid for multiple journeys, for example if you have a Season Ticket (weekly, monthly, annual) or Student Term ticket.

You can deface your single or return ticket by drawing a single line across it in pen, or by cutting the ticket in half. We won’t accept lines drawn in pencil or digitally.

Our one-click Delay Repay service makes claiming compensation easier for qualifying journeys.

You'll be eligible for one-click Delay Repay if you bought an Advance Single ticket from our app or website through your London Northwestern Railway or West Midlands Railway account.

How it works

If your qualifying journey is delayed by 15 minutes or more, you’ll receive an email the day after you travel prompting you to submit a Delay Repay claim. Click the link in the email and the system will automatically fill out and submit the claim form for you.

One-click Delay Repay doesn’t apply to any other ticket types or to tickets purchased elsewhere. You can’t use one-click Delay Repay if you’ve already made a claim for that journey.

Online claims

We’ll email you a link to login and update your claim if any of the information you’ve submitted is incomplete or invalid, for example if the uploaded ticket isn’t valid for the selected journey date.

Please review the highlighted information and resubmit your claim.

You can also provide this information via ‘Check my claim status’ on the Delay Repay claim form.

Claims by post

We may send your claim form back to you if it is incomplete or missing mandatory information that we need to process your claim. We’ll highlight the additional information we need from you.

Please review and fill in the highlighted fields before posting the claim form back to us.

We hope you’ll be satisfied with the outcome of your Delay Repay claim. However, if you believe your claim has been incorrectly rejected or you think you’ve been underpaid, you have one month to submit an appeal.

• Online claims: Appeal a Depay Repay decision
• Claims by post: contact our Customer Relations team and select ‘general enquiry’

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 any supporting information you’ve provided, and get back in touch with a further decision.

If you are having trouble providing proof of your ticket:

Check file size & type: Ensure your file is in JPEG, PNG, or PDF format and under 10 MB in size.

Can't take a screenshot in the app? Security features in some apps (including the LNR app) prevent screenshots of digital season tickets (including Flexi Seasons). If this happens, open the ticket on your phone and use another phone, tablet, or camera to take a clear photo of the screen showing your journey details and ticket barcode.

If you are still unable to upload your ticket, please contact our Customer Relations team for assistance.