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Who you claim from
Delay Repay is paid by the train company, not the shop that sold the ticket. The National Rail Conditions of Travel (condition 32.1) say you claim from "the Train Company that is responsible for the delay", and that any company whose trains you used will forward a claim to the right one if needed.
So a ticket bought from Trainline, another app, a ticket machine, a station or a work booking tool is claimed in the same way as one bought from the train company. Railhop finds which company ran your train and fills in that company's form for you.
- Great Northern says: if it caused the delay, you claim from Great Northern even if you bought the ticket from Trainline, a work booking tool or another retailer.
- LNER says: if an LNER train delayed you, claim on LNER's Delay Repay form. Where you bought the ticket doesn't matter.
- East Midlands Railway says: if EMR caused the delay, you still claim from EMR, and enter your full journey, including any part that wasn't with EMR.
How to claim
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds the train, the company that ran it and how late it really was, wherever you bought the ticket.
- 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. The train company pays you directly. Railhop never submits a claim for you.
Your proof is the e-ticket, the ticket number or Unique Ticket Number (UTN), or the booking confirmation.
Proof from a retailer's booking
Most forms take the e-ticket, the UTN or a booking confirmation showing the date, ticket type and price. A few are stricter:
- Southeastern accepts a photo of the actual ticket you used. Receipts and booking confirmation emails are not accepted.
- Stansted Express, West Midlands Railway and London Northwestern Railway want a photo of the ticket for travel, not a seat reservation or receipt. East Midlands Railway wants the ticket for travel, not the seat reservation.
- Transport for Wales takes a screenshot of the booking confirmation email if you can't provide a barcode ticket screenshot.
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.
Automatic Delay Repay is usually for tickets bought direct
Several train companies start a claim for you, but mostly for tickets bought on their own website or app. A retailer's ticket is claimed on the form, which Railhop fills in for you.
| Train company | Automatic Delay Repay | Guide |
|---|---|---|
| Caledonian Sleeper | If you booked directly with Caledonian Sleeper and your journey is delayed by 30 minutes or more, it processes a claim for you automatically within 24 hours. | Guide |
| GWR | With Automated Delay Repay, GWR in many cases starts a claim for you if it thinks you were delayed by 15 minutes or more, for example on Touch Smartcard journeys and Advance eTickets bought on GWR.com. | Guide |
| LNER | One-Click Delay Repay covers Advance tickets booked on lner.co.uk or the LNER app with One-Click switched on. Flexible, Off-Peak, Super Off-Peak and Season tickets are not covered, so claim those on the form. | Guide |
| London Northwestern Railway | One-click Delay Repay covers Advance Single tickets bought directly from London Northwestern Railway or West Midlands Railway on the app or website. Tickets from other retailers go through the claim form. | Guide |
| Lumo | Automated Delay Repay covers LumoFixed and LumoFlex tickets bought on lumo.co.uk or the LumoGo app. Turn it on with the same email address as your booking, no later than the day of travel; open anytime tickets are claimed on the portal. | Guide |
| Northern | If you buy an Advance ticket on Northern's website or app and your Delay Repay account uses the same email address, Northern emails you when the train is delayed and you accept the claim with one click. It does not cover a cancelled train. | Guide |
| TransPennine Express | If you bought an eligible Advance ticket direct on tpexpress.co.uk or the TransPennine Express app, Automated Delay Repay pays your compensation back to your original payment method. | Guide |
| Transport for Wales | If you bought an Advance ticket on Transport for Wales's website or app, it creates the Delay Repay claim for you automatically. | Guide |
| West Midlands Railway | One-click Delay Repay covers Advance Single tickets bought directly from West Midlands Railway or London Northwestern Railway on the app or website. Other tickets go through the claim form. | Guide |
Refunds are different
If you decide not to travel because your train is cancelled or delayed, the refund comes from whoever sold you the ticket, with no admin fee (condition 30.1). Ask the retailer within 28 days of the day you meant to travel. You can have a refund or Delay Repay, not both.
Questions
I bought my ticket on Trainline. Who do I claim Delay Repay from?
From the train company whose train delayed you, on its own Delay Repay form. Where you bought the ticket doesn't matter. Railhop fills in that form for you.
My journey used two train companies. Which one do I claim from?
The one that caused the first delay. If you send it to another company you travelled with, it should forward the claim to the right one.
Does a booking confirmation count as proof?
On most forms, yes, if it shows the date, ticket type and price. Southeastern is an exception: it wants a photo of the ticket you used.
Can a retailer claim Delay Repay for me?
Some retailers offer it for tickets they sold. Or check your train on Railhop: it fills in the train company's form for you, and you check it and press submit.
Sources
- National Rail Conditions of Travel (30 July 2026)
- East Midlands Railway: Delay Repay
- Great Northern: Delay Repay
- LNER: Delay Repay
- Southeastern: 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.