When a missed connection counts
Compensation is based on when you reach your destination compared with the timetable (National Rail Conditions of Travel, conditions 32.1 and 33.1). A missed connection is part of the delay, as long as the connection was a sensible one: journey plans from National Rail and the train companies allow enough time to change (condition 20).
Who you claim from
Claim from the train company that caused the first delay. The Conditions of Travel let you send the claim to any company whose trains you used, and it should forward the claim to the one responsible (condition 32.1).
| Train company | What it says about journeys with other companies | Guide |
|---|---|---|
| Avanti West Coast | If part of your journey was on another operator's train, claim from the operator whose train delayed you. Avanti's charter says that if it did not cause the delay, it will ask the other train company to contact you. | Guide |
| c2c | If part of your journey was with another operator, c2c pays if it caused the delay. If it didn't, it passes your claim to the other operator and tells you. | Guide |
| Caledonian Sleeper | If you claim from Caledonian Sleeper but another operator is responsible, it sends your claim on to them and tells you. | Guide |
| Chiltern Railways | Chiltern only pays for delays on its own trains. If the first delay was on another operator's train, claim from that operator. If you miss your last connection and Chiltern can't arrange a taxi or bus, you may be able to claim back reasonable onward travel costs, case by case. Write to Customer Relations and keep your receipt and ticket. | Guide |
| CrossCountry | 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. | Guide |
| East Midlands Railway | If an EMR delay makes you miss a connection, you can claim from EMR whichever company runs the next train. If you hold split tickets, send images of all of them. | Guide |
| Greater Anglia | If another company caused the delay, claim from them. If you send it to Greater Anglia by mistake, it passes the claim on and tells you who has it. If you miss a connection and the next train is more than 60 minutes later, Greater Anglia will arrange other transport to your destination. | Guide |
| Hull Trains | If a Hull Trains delay makes you miss the last connection of the day and Hull Trains doesn't arrange transport, it pays reasonable and proportionate costs for alternative travel or a hotel you arrange yourself. Ask through the contact page, not the Delay Repay form. | Guide |
| LNER | If part of your journey was on another operator's train, LNER pays if it caused the delay. If it didn't, it passes your claim on and asks the other train company to contact you. LNER will arrange other transport if your next connecting train is 60 minutes later and that would get you there sooner, or if an LNER problem makes you miss the last connection of the day. | Guide |
| London Northwestern Railway | You can make one claim per journey. If you used more than one train company, claim from the one that caused your first delay or made you miss a connection, even if you bought the ticket from London Northwestern Railway. | Guide |
| Lumo | If you have a combination of tickets, Lumo pays for your whole journey when one of them covers a delayed Lumo train. If another operator's train delayed you, claim from that operator. | Guide |
| ScotRail | If a ScotRail delay makes you miss a connection, you can claim for your whole journey from ScotRail. | Guide |
| South Western Railway | If your train is cancelled, you can use your ticket on the listed other operators (including Thameslink, Southern, CrossCountry and GWR) within two hours before or after it, and still claim Delay Repay if that train arrives late. On a journey with more than one operator, claim from the operator that caused the first delay. If you send it to SWR by mistake, SWR forwards it and tells you. | Guide |
| TransPennine Express | If part of your journey was with another train company and they caused the delay, TransPennine Express asks that company to contact you and tells you it has done so. | Guide |
| Transport for Wales | Claim from the train company where the first delay happened. For example, if a late GWR train made you miss a Transport for Wales connection, you claim from GWR. | Guide |
| West Midlands Railway | You can make one claim per journey. If you used more than one train company, claim from the one that caused your first delay or made you miss a connection. | Guide |
If you miss the last connection
When disruption stops you finishing your journey, train companies will, where they reasonably can, provide another way to your destination or, if necessary, somewhere to stay overnight (condition 28.2). Ask staff before you make your own arrangements. Costs you pay yourself, such as a taxi, are claimed separately from Delay Repay and decided case by case.
How to claim
- Check each train on Railhop. Tell Railhop where you travelled and roughly when. It finds each train and how late it really was, so you can see which one caused the first delay.
- Railhop fills in the train company's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens the claim form of the company that ran your train and fills it in for you, with your journey, your ticket and your details.
- Check it and press submit. You check the claim and press submit on the train company's own form, within 28 days of travelling. Claim for the whole journey, with every ticket you used. The train company pays you directly. Railhop never submits a claim for you.
Questions
My first train was only 10 minutes late, but I missed my connection. Can I claim?
Yes, if you reached your final destination late enough. Delay Repay counts the delay at your destination, not the delay to the first train.
My trains were run by different companies. Who do I claim from?
The company that caused the first delay. If you send it to another company you travelled with, it should forward the claim.
Will they pay for a taxi if I miss the last train?
Train companies should provide alternative travel or accommodation where they reasonably can. If you pay for a taxi yourself, claim it separately from Delay Repay; it's decided case by case.
Sources
- National Rail Conditions of Travel (30 July 2026)
- East Midlands Railway: Delay Repay
- GWR: Delay Repay
- ScotRail: Delay Repay
- Transport for Wales: Delay Repay
Train company terms checked 6 October 2026. Terms change: if something here doesn't match the train company's own page, the company's page is right. Tell us and we'll fix it. Railhop fills in the train company's own claim form, and you check it and submit it yourself. Railhop is not affiliated with any train company, TfL or National Rail.