Compensation – get it with our Delay Repay scheme.
If you are delayed by 15 minutes or more, you can get compensation.
If you hold a valid ticket for your journey and you have been delayed by 15 minutes or longer when travelling with us you can claim delay repay compensation, no matter what the reason for the delay.
If you hold a Smartcard remember to tap in and out at the ticket barriers or use platform validators if your station(s) do not have automatic ticket gates. Find out where to touch your Smart Card.
Delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used.
We hope you never have to claim, but if things go wrong and you are delayed you may be entitled to Delay Repay. The table below is a guide to help you see how much you could be entitled to.
Claim up to 100% money back on your ticket
We hope you never have to consult this table. But if you do, see how much you could claim:
|Length of delay||Compensation|
|15 to 29 minutes||25% of the cost of your single ticket or 12.5% of the cost of your return ticket|
|30 to 59 minutes||50% of the cost of your single ticket or 25% of the cost of your return ticket|
|60 to 119 minutes||100% of the cost of your single ticket or 50% of the cost of your return ticket|
|120 minutes or longer||100% of the cost of your ticket whether single or return|
We will use the proportionate cost of the price of the Season Ticket (i.e. 1/10th of a Weekly ticket, 1/40th of a Monthly ticket and 1/464th of an Annual ticket).
- Alternatively pick up a claim form at staffed stations/from staff on trains
- Or print off a PDF version of the Delay Repay form
Post the completed form to us at: Freepost GREATER ANGLIA CUSTOMER RELATIONS
Note this is the full address. It has been shortened for your ease, but rest assured that it will reach us.
- If you have a mobile ticket, please obtain a Delay Repay form from any staffed station or from our website and be sure to include your ticket reference number for us to verify your ticket purchase
- If you have a Smartcard remember to tap in and out at either ticket gates and barriers, or at the validator on your station if an ungated station. Tapping in and out at our stations enables us to swiftly process your claim.
- You must make your claim within 28 days of the delay
- We’ll not normally accept a claim if you were told in advance of your journey that there would be a delay
If you have a season ticket you can create a delay repay account, which means you don't have to fill out the Delay Repay claim form for each claim. Creating an account makes it:
- Easier to make delay repay claims.
- It's much quicker
- Your personal details will always be prefilled.
- Season ticket holders can save their ticket and skip having to add each time.
- Save your preferred compensation method.
- All your Delay Repay claims in one place.
Remember to Touch your Smart Card on the Smart reader every time you travel. This will speed up your Delay Repay claim and ensure any payment due, is processed quickly and more efficiently. Find out where to touch your Smart Card.
We aim to process your claim accurately in the first instance, however should you wish to appeal the outcome of your claim, please click on the link below to contact us.
- You will need your claim reference and either the email address or postcode provided to us when your claim was submitted.
- Your claim reference is specified in any correspondence we have sent you about this claim. It begins with 'GA/DR'
- When your appeal is submitted, we will revisit your claim and get back in touch with a further decision.
When making a claim please note
- Sending us a claim form does not guarantee that you will get compensation, and it does not affect your legal rights
- These rights are set out in the National Rail Conditions of Travel
- Delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used
- You must take care when completing the claim form. Greater Anglia has an established monitoring system for checking information provided to validate a claim
- Your application form should reach us within 28 days of the date of the incident
- You should receive your compensation payment within 14 days of our agreeing your claim
If you have any questions about the Delay Repay scheme, or have appealed a decision and either don't agree with our decision or think that there is something that we need to know which wasn't included in your appeal, then please get in touch. You can either telephone us on 0345 600 7245 or contact us via webform or email. Please make sure to include details about your Delay Repay claim reference number so that our team can help you. If you remain unhappy with our decision about your Delay Repay claim then you may wish to contact the Rail Ombudsman. We have information about the role of the Ombudsman and how to get in touch with them here on our website.
Samaritans will receive 600 calls in the next hour from people struggling to cope.
You may remember a time where you needed some support. A relationship ending suddenly, financial worries or job-related stress. Life can change at any given moment and Samaritans is here to help anyone who needs us to get through difficult times. Samaritans can provide emotional support by phone, email, text or face to face.
If you donate your Delay-Repay compensation to Samaritans, you can help them keep delivering their around the clock service to anyone who may need it.
When our train services are disrupted our customers may be entitled to claim Delay Repay compensation under our Delay Repay scheme.
If you choose not to travel because of disruption on our network then you may hand your ticket in for a refund ( subject to terms and conditions of ticket issue) at your nearest staffed station or by following the procedure for refund set out when you purchased your ticket online.
Where things go wrong on our Greater Anglia network, or where we cause you to change your journey plans, and if you are not happy with the service you had then we want to hear from you. We think that it is important that you have the chance to tell us when things haven't gone smoothly. Give us the chance to put things right. We will make every effort to provide you with answers and where it is appropriate we will provide reasonable compensation. When we look through or hear about a complaint we consider it on it's own merits.
As a consumer you have rights under the Consumer Rights Act 2015, and anything which we set out is intended to address complaints we receive and claims made in a fair manner. This does not limit or exclude rights you may have.
There are many different ways to contact Greater Anglia including accessing our online comments form. View our comments form.
We also have a specific disruption feedback survey for customers who are currently travelling, or have travelled in the last 7 days. This is another way that we are working to drive change, and we would be very pleased to hear your feedback. This survey is not intended to replace our complaint handling process but is another mechanism by which you can tell us what you think. Take our survey now.
You can select from the following options:
Payment back to debit or credit card used
Rail Travel Vouchers
All the above are available to select on our paper forms and online. Setting up a ‘My Account’ will help to make the process easier and enables us to get any compensation which you may be expecting back to you quickly too. If you paid for your ticket in cash, and wish to be compensated this way please speak to our Customer Relations team.