Please Note – Our system is still in development so please contact the train operators directly to make a claim until we are ready, thank you

Refund Policy

Delays of over 30 minutes

50% of the cost of a single ticket or 50% of the cost of the relevant portion of a return ticket

Delays of over 60 minutes

100% of the cost of a single ticket or 100% of the cost of the relevant portion of a return ticket

Refund Form print and post

online claim form

This is the a copy of the details on East Midlands Compensation Forms

We aim to provide the most punctual service possible and work hard
to make sure our trains run to time, however we do occasionally
experience delays.
We are sorry if your journey was delayed and our Delay Repay scheme is
designed to provide you with an easy method of claiming compensation
for delays over 30 minutes. Compensation is paid in the form of
National Rail Vouchers, which can be used as payment (or part payment)
towards any National Rail ticket purchase, including season tickets.
• If your journey with us is delayed between 30 and 59 minutes, we will
pay you compensation to the value of 50% of the cost of a single
ticket or 50% of the cost of either portion of a return ticket. By
‘portion’ we mean either the outward or return part of a return ticket
• If your journey with us is delayed by 60 minutes or more we will pay
you compensation to the value of 100% of the cost of a single ticket,
or 100% of the cost of either portion of a return ticket
• If your journey with us is delayed by 120 minutes or more we will pay
you compensation to the value of 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).
If you hold a 7 Day or longer Season Ticket, the compensation
amount will be calculated using the proportional daily cost of the price
of the ticket.
To enable us to process your claim, simply complete this form and enclose
the ticket for the journey you are claiming against and post it to us.
No stamp is required. No other correspondence can be entered into
using this form. Please note that we cannot return tickets sent with this
form. Please keep a copy of your ticket for reference purposes.
If you do have any comments about our service please call us on
03457 125 678. Alternatively you can use our freepost ‘Comments
Form’ or write to us at:
Customer Service Centre
East Midlands Trains
Freepost RTCT-GCYU-TLSK
Derby
DE24 8HG
Full details of our commitment to our customers are set out in our
Passenger’s Charter, which can be obtained from our stations and by
request from our Customer Relations Office.
Completion of this form does not guarantee compensation, or create any
new legal relationship with you as a result of what we will say we will do,
nor does it affect your legal rights.
You should ensure that care is taken when completing the Delay Repay
Claim Form. We have established monitoring systems for checking
customer details, train delays, ticket types and other information
customers provide, in order to validate claims. Please note that claims
must reach us within 28 days of the date of the delay in order for us to
process the claim.


If you need assistance claiming then please contact us

We are not affiliated with Any Train Operating Companies in any way, this information is supplied to enable you to be better informed on how, when and where to make a Delay Repay compensation claim

 

2 Comments

Mrs marshall · October 7, 2015 at 7:27 am

Train broke down from st Pancras to Leicester. Had to change trains 3 times. Will a delay of over 3 hours

    Kevin Upstill · October 8, 2015 at 6:05 am

    That’s a long delay, You will be entitled to a full refund for the full cost of the ticket, please use the information and form available on this page

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