Our ‘Delay Repay’ scheme
How it works…
How to claim
Our ‘Delay Repay’ scheme
Getting you to your destination on time is our priority. Unfortunately though, things don’t always go to plan.
Whilst delays and disruption are often out of our hands,we understand your frustration and are sorry for the inconvenience they cause. In the event of significant delays,we think it’s only fair that you receive a refund.
So if you’re delayed for over 30 minutes during your journey, you’re entitled to compensation in line with our ‘Delay Repay’ scheme.
All ticket holders (with the exception of free tickets redeemed through the East Coast Rewards loyalty scheme) can receive compensation, no matter what caused the delay.
How it works…
If you arrive at your destination station late as a result of a delay to and/or cancellation of an East Coast service, you can claim:
- 30 to 59 minutes delay – 50% of the cost of a single ticket or 50% of the cost of the relevant portion* of a return ticket;
- 60 to 119 minutes delay – 100% of the cost of a single ticket or 100% of the cost of the relevant portion of a return ticket; and
- 120 minutes delay or longer – 100% of the cost of a single ticket or 100% of the cost of a return ticket (i.e. both ways, not just one way).
- By portion we mean either the outward or the return part of a return ticket. By relevant we mean the portion of the journey on which you were delayed.
*Please note that when you purchase two separate Advance Single tickets to make a round trip, these do not constitute a return ticket. The maximum claim will be 100% of the value of the ticket used for that particular journey.
If you have a Season Ticket, you must claim for each individual journey that was delayed. For a weekly, monthly or annual Season Ticket the minimum compensation will be based on the proportional daily cost 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 ticket. If you have a weekly Season Ticket, you need to send a copy of it with your claim.
If we have to introduce an emergency timetable, Delay Repay compensation will be measured against the emergency timetable.
Should you experience a period of sustained poor ‘peak’ punctuality, we will consider compensating you over and above the arrangements outlined in consultation with Passenger Focus and London TravelWatch. Please note this compensation will only be considered for delays occurring during peak hours.
‘Peak’ is defined as trains scheduled to arrive at London King’s Cross between 07:00 and 09:59, and trains scheduled to depart from London King’s Cross between 16:00 and 18:59, on Mondays to Fridays, excluding Bank Holidays.
To help us process your claim quickly we advise that you make your claim within 48 hours of the delay.
This form should only be used for delays experienced on East Coast train services. If you experience a delay on any other service, please contact that train company.
How to claim
Help us to give you the best possible service by providing us with as much information as you can:
- Please complete this form ensuring you have filled in all the relevant sections for the scheme you are claiming from
- Please enclose your validated ticket and your seat reservation coupon. Validated tickets for your journey must be enclosed with your Claim Form – please do not staple them together. Normally a member of staff will stamp and validate your ticket/seat reservation voucher on board
- If you have a monthly or annual Season Ticket, please send a photocopy of your ticket. If you have a weekly Season Ticket, please send your claim after your ticket expires and enclose your ticket
To submit a claim online please click here or download and complete an application form and forward to us at:
PO Box 465
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.
- Any successful claims will be reimbursed in National Rail Travel Vouchers
- We only pay compensation under one scheme per journey. For example, if you were delayed by over 30 minutes and the seat you reserved wasn’t available, then you would be entitled to make a claim from the scheme that offers you the most compensation
- We do not normally accept refund claims under Delay Repay if trains are delayed or cancelled and you were advised of the delay before you bought your ticket. We do treat each claim on its merits though and never automatically rule out compensation
- Completion of this form does not guarantee compensation, or create any new legal relationship with you as a result of what we say we will do. Nor does it affect your legal rights
- Please take care when completing your Claim Form. To validate claims, we have monitoring systems for checking customer details, ticket types and other information provided. It is important that you write in block capitals within the boxes provided
- This form will only be used to investigate claims against ‘Delay Repay’ or ‘Seat Guarantee’ schemes. If you wish to comment on any other aspect of our service, please contact our Customer Relations team at email@example.com
- 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
For further information on our commitments to our customers you can read our Passenger’s Charter, available online at eastcoast.co.uk, or pick up a copy from our stations
You can download the full East Coast Passenger's Charter or collect from any staffed station at which East Coast trains stop.