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How much CrossCountry pays
CrossCountry uses Delay Repay 30: from 30 minutes late at your destination, it pays back 50% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 30 to 59 min | 50% | 25% |
| 60 to 119 min | 100% | 50% |
| 2 hours or more | 100% | 100% |
With a return ticket, a delay of more than 2 hours on either leg gets you up to 100% of the cost of the whole return ticket.
If you buy a weekly or monthly season ticket while you know about ongoing disruption, you can't claim for that disruption. CrossCountry says individual season ticket calculations may differ, depending on the ticket's validity.
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim CrossCountry Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your CrossCountry train, how late it really was from National Rail's data, and what you're owed: CrossCountry pays from 30 minutes late.
- Railhop fills in CrossCountry's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens CrossCountry's own claim form and fills it in for you, with your journey, your ticket and your details. CrossCountry's form needs an account: you sign in yourself, and Railhop never keeps your login.
- Check it and press submit. You check the claim and press submit on CrossCountry's own form, within 28 days of travelling. You choose how to be paid: bank transfer (BACS), card payment (certain card types or issuers) or National Rail Travel Vouchers. CrossCountry pays you directly. Railhop never submits a claim for you.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled CrossCountry trains
If a CrossCountry train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in CrossCountry's form for you.
CrossCountry Delay Repay form and login
You claim on CrossCountry's own Delay Repay form, which runs on the SmartRepay claim system. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. CrossCountry's form needs an account: you sign in yourself, and Railhop never keeps your login. You check the claim and press submit yourself.
Proof of travel
CrossCountry accepts these, depending on your ticket:
- Your original ticket, or a photo of it.
- Your season ticket and its photocard.
- Your Smartcard number, if your season ticket is on a Smartcard.
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
How CrossCountry pays, and how long it takes
You choose when you claim: bank transfer (BACS), card payment (certain card types or issuers) or National Rail Travel Vouchers. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. CrossCountry pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If CrossCountry rejects your claim
Ask CrossCountry to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after CrossCountry has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About CrossCountry
CrossCountry runs long-distance trains through Birmingham, linking the south west and south coast of England with the north of England and Scotland, including Bristol, Manchester, Leeds, Newcastle and Edinburgh.
CrossCountry is run by Arriva under a contract with the Department for Transport. It is a private sector operator, and no date has been announced for it to move into public ownership.
Good to know on CrossCountry
- CrossCountry pays from 30 minutes late at your destination, whatever caused the delay. It doesn't normally pay if you knew about the delay before you bought your ticket, and if it runs an emergency timetable the delay is measured against that.
- If part of your journey was on another operator's train, CrossCountry pays if it caused the delay. If it didn't, it passes your claim to the other train company and tells you it has done so.
- CrossCountry accepts claims made by someone else, as long as they are made in the name of the passenger who travelled.
- You can also claim on paper. Post the form to Customer Relations Team, 5th Floor, Multistory, 18 The Priory Queensway, Birmingham, B4 6BS.
Questions about CrossCountry Delay Repay
How do I claim CrossCountry Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in CrossCountry's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and CrossCountry pays you.
How much Delay Repay does CrossCountry pay?
CrossCountry uses Delay Repay 30, from 30 minutes late at your destination. On a single ticket you get 50% of the fare for 30–59 minutes, 100% for 60–119 minutes and 100% for 2 hours or more. On a return ticket: 25%, 50% and 100% of the return fare. Railhop works out the amount for your train.
How long do I have to claim CrossCountry Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
Can I claim from CrossCountry for a 15-minute delay?
No. CrossCountry pays from 30 minutes late at your destination. If you arrived less than 30 minutes late, you aren't entitled to compensation.
Can Railhop fill in the CrossCountry Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens CrossCountry's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim CrossCountry Delay Repay if my train was cancelled?
Yes, if you still travelled. If a CrossCountry train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
Do I need an account to claim CrossCountry Delay Repay?
CrossCountry's form needs an account: you sign in yourself, and Railhop never keeps your login. Railhop fills in the rest of the form for you.
How does CrossCountry pay Delay Repay?
You choose when you claim: bank transfer (BACS), card payment (certain card types or issuers) or National Rail Travel Vouchers. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if CrossCountry rejects my Delay Repay claim?
Ask CrossCountry to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after CrossCountry has replied, you can take it to the Rail Ombudsman.
Sources
- CrossCountry: Delay Repay
- CrossCountry: Passenger Charter
- GOV.UK: Public ownership of rail services, facts and figures
Delay Repay guides for other train companies.
Terms change. If something here doesn't match CrossCountry's own terms, CrossCountry's terms are right. Railhop fills in CrossCountry's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with CrossCountry or National Rail.