Complaints & Compensation

Compensation for delays

If your journey with us is delayed between 30 and 59 minutes, you may claim compensation under our 'Delay Repay' scheme irrespective of what caused the delay.

We will pay you compensation to the value of at least 50% of the cost of a single ticket, or 50% of the cost of either the outward or return portion of a return ticket. In the case of season tickets, the compensation will be calculated using the proportional daily cost of the price of the ticket.

If your journey is delayed by 60 minutes or more, we will double the amount you receive.