If you are delayed when travelling with us we will apologise and make things up to you.
Our Delay Repay compensation scheme applies to all ticket types (including Season Ticket holders) and is irrespective of what caused the delay. The scheme applies to all tickets, from daily tickets through to annual season ticket holders and the value of compensation will be calculated on an equitable basis for all.
- Customers delayed on East Coast services between 30 and 59 minutes will receive compensation of at least 50% of the cost of a single ticket or at least 50% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).
- Customers delayed on East Coast services between 60 and 119 minutes will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).
- Customers delayed on East Coast services for 120 minutes or longer will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of a return ticket (i.e. both ways, not just one way).
Customers who are buying season tickets for the first time (i.e. not renewing a season ticket) should be advised to claim for each journey under the Delay Repay scheme.
Weekly and season ticket holders will receive the above compensation as a proportional daily cost of the price of the ticket. For example, if a claim is made for one journey on a weekly season ticket, the value of compensation will be based upon 1/10th of the price of the season.
To submit a claim online please click here or download and complete an application form and forward to us at Delay Repay, PO Box 850, Newcastle upon Tyne, NE99 1HZ. These must be submitted within 28 days of travel. Application forms are also available from our stations and on-train teams. Validated tickets (including Print@Home tickets) for your respective journey must be enclosed with your claim - please do not use staples. Delays for other train companies should be referred to the respective company in line with their procedures.
Compensation will normally be paid in National Rail vouchers.
Exceptions
We don't normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.
We don't accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection, or closure of the railway.
We will only pay compensation under one scheme in respect of the same journey. If you wish to claim compensation under more than one scheme (for example, if you were delayed by over 30 minutes and the seat you reserved wasn't available) then the scheme giving you the highest level of compensation will take precedence.
You can download the full East Coast Passenger's Charter or collect from any staffed station at which East Coast trains stop.