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

Virgin Trains Delay Repay

Virgin Trains Delay Repay scheme

If you hold a valid ticket for a single or return journey you
can claim compensation for a delay of over 30 minutes via Virgin Trains Delay Repay online pages, irrespective of what caused the delay.
• 30 – 59 minutes :
Virgin will pay you compensation to the value of
50% of the cost of your single ticket or 50% of the cost of the
relevant portion* of your return ticket.
•60 – 119 minutes :
Virgin will pay you compensation to the value of
100% of the cost of your single ticket or 100% of the cost of the
relevant portion* of your return ticket.
•120 minutes or longer:
Virgin will pay you compensation to the
value of 100% of the cost of your single ticket or 100% of the
cost of your return ticket (i.e. both portions not just one way).
*by ‘relevant portion’ Virgin mean either the outward or return portion of a return ticket,  depending upon whether you were delayed on your outward or return journey.

If you are a Season Ticket holder , you will be refunded the
proportionate cost of the price of the ticket.

Due to a recent change in a rules Virgin Trains provide compensation in National Rail travel vouchers, cheque or directly into you .papal

Link to Virgin Trains Refund Page

Feedback Page

Contact Details for Virgin Trains

Tel: 0845 000 8000
Telephones are staffed between 08:30 and 18.00 Mondays to Fridays and
between 09:00 and 16:00 on Saturdays. These hours may vary slightly over
the Christmas and New Year period.

Customer Relations Virgin Trains
Freepost BM 6613
PO BOX 713
Birmingham B5 4HH
Fax: 0121 654 7500
Textphone: 0121 654 7538
There is also a live chat operated during office hours
Live Chat


If you need assistance claiming then please contact us

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



Claudia Newton · March 3, 2015 at 7:17 pm

I booked a train from Carlisle to Crewe last week, it was delayed by around 40-45 mins. I feel I am entitled to some form of compensation as i missed my connection. I have my train tickets with the times Etc.
Kind Regards.

    Kevin Upstill · March 4, 2015 at 5:43 pm

    Over 30 mins delay you will get 50% refund. Virgin trains actually do a good on line service for refunds. You can use this link to do it online or print a form and send it.

David Probyn · August 17, 2015 at 6:54 pm


I am trying to claim 100% refund for my Glasgow – Crewe train on the 7th Aug, and a 50% refund for the same journey on the 14th Aug. Your reclaim process keeps timing me out – even though I completed it all within a 2 min self challenge. Are you aware of a problem with the site?

    Kevin Upstill · August 18, 2015 at 5:57 am

    Hi David Currently we are only directly connecting with the train operators own claim forms, please send the URL of the form you are using and we can test it for you, otherwise I would send them a quick email to explaining your issues.

Tim kirby · September 6, 2015 at 8:27 pm


I sent a delay repay form online on 17th August for a delay that occurred on 8th August from Oxenholme, but I haven’t heard anything from you. I was just checking that you have received this?

Tim kirby

    Kevin Upstill · September 8, 2015 at 5:48 am

    Hi Tim.
    It wouldn’t have been sent to us, please check with the train operator you travelled with.

kawssar hassanin · October 5, 2015 at 12:40 pm

refund re vt -250915-0361
thank you i have just received £50 vouchers as a compensation for my delayed journey from glasgow central to london euston in 14-9–015

my question is how do you calculate that figure ?

i have paid £ 480.45 for 4 adult and 5 children return tickets(using family cards

£88.3 adult ticket
£25.45 child ticket

i understand that you pay 50% of the ticket price for the journey glasgow -london

so i should get 50% of £240 (half of paid £480 )=£120 compensation ??

thank you

    Kevin Upstill · October 6, 2015 at 5:49 am

    I would agree with your maths.
    If you contact Virgin Trains directly with your reference number they should be able to let you known how they worked your compensation out and get some form of explanation.

Bethan Keall · August 31, 2016 at 8:41 am

I am trying to use the Virgin Delay Repay and I cannot enter London Kings Cross as a departure station or Retford station as a destination station. Why is this?

    Kevin Upstill · September 23, 2016 at 4:55 pm

    It’s because you where probably on a Virgin east coast service which has it own claim form here

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