We aim to provide the best service possible. Sadly delays do occur from time to time and we understand the frustration and inconvenience this causes. We want to take every opportunity to extend our apologies and compensate you fairly.

Our Customer Promise provides for compensation to customers who are delayed by 30 minutes or longer on their journey, whether it is our fault or not. To enable us to process your Delay Repay claim for compensation we ask you to complete this form within 28 days of your delayed train.


You are entitled to a cheque, National Rail vouchers, a voucher exchangeable for cash from a Northern Ticket Office, or free tickets as compensation. Please select to confirm how you would like it paid:

You may have a legal right to receive your compensation by the method in which you paid. If an acceptable method is not listed above, please call the Customer Experience Centre on 0800 200 6060.

Please note that you can only upload one image per claim, so you will need to scan all tickets onto a single page and upload as a single image.

All claims are validated against our train running information records. We reserve the right to check the validity of all claims we receive. We treat seriously any applications we believe may be fraudulent and will take further action if appropriate.

You can claim Delay Repay if one of our trains is late or cancelled and as a result you get to your destination station more than 30 minutes later than scheduled. Compensation can be in the form of a cheque, a voucher exchangeable for cash at a Northern ticket office, National Rail vouchers which you can use to buy any rail ticket, or free tickets across our network, to use when you choose.

Delay of between 30 and 59 minutes: Compensation of one single ticket to anywhere on the Northern network. Or 50% of the cost of your single ticket or relevant portion of your return ticket.

Delay of between 60 and 119 minutes: Compensation of two single tickets to anywhere on the Northern network or 100% of the cost of your single ticket or relevant portion of your return ticket.

Delay of 120 minutes or more: Compensation of two return tickets anywhere on the Northern network, or 100% of the cost of your ticket (single or return).

If we publish an alternative timetable (for example for engineering works or during prolonged poor weather) we will compensate you based on that.

In the case of season tickets, any compensation will be calculated against the proportional daily cost of the price of the ticket.

Delay Repay does not in any way limit or exclude your other legal rights to compensation as a consumer, where we are at fault under the Consumer Rights Act 2015 or otherwise.