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 our customers who are delayed by 30 minutes or more on their journey.
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, whether it is our fault or not.
Compensation can be in the form of a cheque, National Rail vouchers (which you can use to buy any rail ticket), a voucher exchangeable for cash from a Northern Ticket Office, or free tickets across our network, to use when you choose.
How much can you claim?
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).
To apply for Delay Replay please click here.