Claim money back if your train is delayed by 15 minutes or more
If your train is delayed by 15 minutes or more, you can claim money back on a valid ticket. If you didn't travel and want to refund your ticket, visit our refunds page.
The amount of compensation you could receive will depend on the length of delay:
|Length of delay
|15 to 29 minutes
|25% of the cost of your one-way ticket or 12.5% of the cost of your return ticket
|30 to 59 minutes
|50% of the cost of your one-way ticket or 25% of the cost of your return ticket
|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
Find out more about delay repay.
How to make a delay repay claim
- Make a claim on the Greater Anglia website
- Claim by post — download a claim form and send it to "Freepost GREATER ANGLIA CUSTOMER RELATIONS"
- Please don't send credit/debit card or bank information as part of your claim. We'll get in touch if we need more information and how to send this.
What you need to know about delay repay claims
- You must claim within 28 days of the delay
- Claims are not normally accepted if you were told in advance of your journey that there would be a delay
- Making a claim does not guarantee that you will get compensation, and does not affect your legal rights
- Compensation isn’t usually offered during periods of pre-planned engineering works and when replacement bus services are used
- You must complete all relevant sections of the claim form
- We usually make compensation payments within 14 days of approving your claim
Compensation for other losses
If you incur any other expenses as a result of a late or cancelled train — such as taxis, hotels and flights — you should claim these under your travel insurance.
More information about refunds and compensation can be found in our Passenger's Charter booklet and the National Rail Conditions of Travel.