CrossCountry Delay Repay

[Trainspotter37]

It's now been over five weeks (22nd of August 2026) since I claimed delay repay for a delay I experienced on an XC service. A few weeks after claiming (on the 1st of September), I received an email apologising for a delay in processing the claim. Is this a normal amount of time to wait and is there advice anyone has for next steps that could be taken?

 

[Belperpete]

It shouldn't take that long, but many TOCs do seem to have a considerable backlog at present. I have a couple of claims with various other TOCs submitted in early August still awaiting a decision.

 

[ChrisC]

It's now been over five weeks (22nd of August 2026) since I claimed delay repay for a delay I experienced on an XC service. A few weeks after claiming (on the 1st of September), I received an email apologising for a delay in processing the claim. Is this a normal amount of time to wait and is there advice anyone has for next steps that could be taken?

That‘s a long time. I submitted a claim to XC on 18th September and I received my payment within 2 weeks on 29th September.

 

[Trainspotter37]

That‘s a long time. I submitted a claim to XC on 18th September and I received my payment within 2 weeks on 29th September.

Perhaps it is because it was a paper ticket rather than a digital ticket may mean it takes longer to review?

 

[Buzby]

With ScotRail I had a fairy speedy decision and a promise I’d receive the refund in ‘14 working days’. This was in August and they’re now q month delinquent.

 

[Haywain]

Is this a normal amount of time to wait and is there advice anyone has for next steps that could be taken?

It's a long time and I would be chasing it up. A quick tweet on X about their failure will almost certainly prompt a response and resolution.

 

[matt]

My parents submitted a crosscountry delay repay claim last weekend and it has already been resolved so I'd be chasing it up.

 

[Belperpete]

Perhaps it is because it was a paper ticket rather than a digital ticket may mean it takes longer to review?

In my experience, claims that are based on simple A to B one train journey are usually fairly quickly resolved. It is those that involve connections, particularly with other TOCs, that can take some time. I suspect it is where the automatic system for some reason flags the claim up for manual consideration.

In my experience, paper ticket claims are dealt with as quickly or slowly as digital tickets. However, I suspect that if your paper ticket has been flagged up for manual review for some reason, that could be the reason.