Train passengers facing delays of 15 minutes or more may be eligible for a refund, with the amount depending on the length of the delay and the train operator. Most rail firms offer 25% of the single fare for delays between 15 and 29 minutes, increasing to 100% for delays of 60 minutes or more.
However, policies differ across companies. Grand Central, which operates services from London King's Cross to Bradford and Sunderland, has the least generous refund policy, requiring a delay of at least one hour for a 50% refund. Eurostar also has a different policy on delays.
Some intercity operators, including Avanti West Coast, GWR, LNER, Lumo, and TransPennine Express, offer automated delay repay for passengers who have opted in, particularly for advance tickets. Passengers who buy tickets through third parties currently need to apply directly to the train operator responsible for the delay.
The Department for Transport stated in March 2026 that delay repay will be available from retailers when Great British Railways takes control of the rail network and train operations, which is expected in the first half of 2027. Claims for delayed journeys must be submitted within four weeks.