Should there be discretion on Delay Repay thresholds?

[cambsy]

I have travelled on few trains, where we were running nearly 30 mins late, so by end of journey was hoping met more delay, so would get compensation, as the threshold was 30 mins for delay repay and recently was on train which left Birmingham New Street 44 mins late, and before reached Birmingham International had lost another few mins, so as journey progressed was hoping we lost enough time to get to over hours late, so would reach the over hour late threshold for higher compensation.

Some train companies dont delay repay under 30 mins and then the general bands of 60 mins and 120 mins for higher compensation, so would discretion of say 5 mins be good,so one still gets delay repay if threshold is 30 mins, and the higher compensation band if 5 mins approx under threshold? It just seems counter productive if hoping train loses time to get more delay Repay, rather than hoping it makes up time.

 

[Hadders]

I think that in reality this would be impractical - if the threshold was 55 minutes rather than 60 people would then campaign for it to be lowered to 50 etc.

When it comes to delay repay my view is 'you win some and you lose some'. It's frustrating when you get a 29 minute delay, but on the other hand occasionally you get one at 31.

Longer term, it wouldn't surprise me if we see delay repay 'simplified' and made less generous so be careful what you wish for.

 

[xotGD]

There could be a sliding scale of compensation, rather than the big steps. My most annoying delay was officially 1 hour and 58 minutes, but I'm sure it was 2 hours by the time the doors were released.

 

[JonathanH]

When it comes to delay repay my view is 'you win some and you lose some'. It's frustrating when you get a 29 minute delay, but on the other hand occasionally you get one at 31.

29 minutes is very common in the instance of a cancellation on a half-hourly service, because the arrival time of the cancelled train is based on the timetable, whereas the next train arrives at the platform berth marginally before time. This is a nuisance, as the reality of the cancelled train us that it would also have arrived marginally before time.

 

[Sonic1234]

You used to get 30 minute delay repay in that case. There have been posts on here saying the internal thresholds were 13 and 28 minutes.

That's gone now, in the name of cost cutting.

 

[RyanOPlasty]

Thresholds should be set so that the delay repay is based on the actual customer experience and not some slightly different technical timing.
Allowing an extra minute or possibly two to the measured timings is just good customer service.

 

[Haywain]

You used to get 30 minute delay repay in that case. There have been posts on here saying the internal thresholds were 13 and 28 minutes.

That's gone now, in the name of cost cutting.

I know that some leeway was given on delay times by some TOCs but I believe that went when 15 minute DR was introduced.

 

[TUC]

A real frustration is when the arrival time is measured just outside the station so that it is regarded as 29 minutes, even though that was really 31 minutes when the train actually stopped at the station.

 

[Starmill]

I think that in reality this would be impractical - if the threshold was 55 minutes rather than 60 people would then campaign for it to be lowered to 50 etc.

When it comes to delay repay my view is 'you win some and you lose some'. It's frustrating when you get a 29 minute delay, but on the other hand occasionally you get one at 31.

Longer term, it wouldn't surprise me if we see delay repay 'simplified' and made less generous so be careful what you wish for.

I could see a middle ground personally.

For example, on the one hand abolish the 15 min rate and move the 30 min rate to applying from 25 min.

In exchange, make it a licence condition to offer it, regardless of the fault, and in all circumstances, including for open access operators so Heathrow Express, London Overground and Elizabeth line etc would be captured this way.

A minimum claim value of £1 could also be applied. This may pose an issue with season tickets, so to get around that a minimum repayment of £1 for a 25 min or longer delay could apply there.

This could even reduce claim volumes while increasing the money repaid to people who've genuinely suffered inconvenience. A munch stronger minimum across the board would also help people to understand the system, and encourage people who are entitled to claim.

 

[D1537]

What is quite irritating is that some TOCs start paying out at 15 mins, some at 30 mins, and some at 1 hour.

29 minutes is very common in the instance of a cancellation on a half-hourly service, because the arrival time of the cancelled train is based on the timetable, whereas the next train arrives at the platform berth marginally before time. This is a nuisance, as the reality of the cancelled train us that it would also have arrived marginally before time.

Especially when there's some convenient engineering/pathing/performance allowance in the latter stages of the service (I'm particularly looking at you Avanti).

 

[Snow1964]

There could be a sliding scale of compensation, rather than the big steps. My most annoying delay was officially 1 hour and 58 minutes, but I'm sure it was 2 hours by the time the doors were released.

That one should be included, the way some seem to use first wheel in platform section, rather than train stopped and doors released and opened is very unfair.

I am in the camp of time should be based on when door cycle finishes opening, as it's the effective arrival time

 

[VT 390]

A real frustration is when the arrival time is measured just outside the station so that it is regarded as 29 minutes, even though that was really 31 minutes when the train actually stopped at the station.

While this does often result in the initial claim being rejected its not really an issue in my experience as every time I have appealed (with many train operators) because of this reason it has been accepted.

 

[AlterEgo]

That one should be included, the way some seem to use first wheel in platform section, rather than train stopped and doors released and opened is very unfair.

I am in the camp of time should be based on when door cycle finishes opening, as it's the effective arrival time

It isn't possible to measure that though.

I'd just limit claims to a minimum of 5 quid and that would eliminate a huge amount of costly processing. There's a lot of arguing about one minute or forty five pence that goes on by people who want to argue a principle rather than anything else, classic vexatious time wasters really.

My consultancy fees are reasonable.

 

[Starmill]

It isn't possible to measure that though.

I'd just limit claims to a minimum of 5 quid and that would eliminate a huge amount of costly processing. There's a lot of arguing about one minute or forty five pence that goes on by people who want to argue a principle rather than anything else, classic vexatious time wasters really.

My consultancy fees are reasonable.

Given the rules have been all but written to invite that kind of time wasting for both sides, I can't say it's the first bit surprising. I personally don't want to engage with that level of hassle and have personally got better uses for my time, but I can see the annoyance. Especially for a season ticket holder who commutes five days a week, and is delayed multiple times a week, having to argue over their 45p a journey must be mind-numbingly boring. But I also don't blame them for doing it when it's that or nothing.

 

[Snow1964]

I'd just limit claims to a minimum of 5 quid and that would eliminate a huge amount of costly processing. There's a lot of arguing about one minute or forty five pence that goes on by people who want to argue a principle rather than anything else, classic vexatious time wasters really.

I think the problem with that line of reasoning is that could reverse the argument and say the railway should make more effort so there aren't delays that could result in small payment

They can't reasonably have it both ways, still run so poorly that claims hit the 15 minutes AND expect not to pay out because they have created a situation where claims can be made

 

[STINT47]

I've often wondered if trains that are close to the threshold get priority?

The amount of trains that have arrived 29 or 59 minuets late makes you wonder of staff give them priority over more heavily delayed services to save delay repay money.

It could just be coincidence but it does seem to happen.

 

[Watershed]

It isn't possible to measure that though.

I'd just limit claims to a minimum of 5 quid and that would eliminate a huge amount of costly processing. There's a lot of arguing about one minute or forty five pence that goes on by people who want to argue a principle rather than anything else, classic vexatious time wasters really.

My consultancy fees are reasonable.

That would mean a large proportion of passengers would get nothing at all, which is clearly not fair or reasonable.

The processing costs only arise because of how complicated the scheme has been made (e.g. considering what a hypothetical person with perfect foresight would have done, rather than what the passenger actually reports) and the nonsense of passing claims between operators.

Given how many people now travel on eTickets it should be easier than ever to prompt people that they might want to start a claim (if the scan in and out times indicate they might have been delayed), and to assess them automatically.

 

[Snow1964]

Given how many people now travel on eTickets it should be easier than ever to prompt people that they might want to start a claim (if the scan in and out times indicate they might have been delayed), and to assess them automatically.

Not only check them automatically, but refund to same card that was used.

No different to an online supplier saying part of your purchases aren't now available and refunding difference.

Of course it doesn't work for anytime tickets where there are no barriers, or on train scans. But in a way that is a choice between doing more on train scans and inspections, or paying for more manual claim processing. Whilst can't scan every train everywhere, there is an incentive to scan those on delayed trains (especially ones delayed near claim threshold time) to help automate the claim process.

 

[Starmill]

I think the problem with that line of reasoning is that could reverse the argument and say the railway should make more effort so there aren't delays that could result in small payment

They can't reasonably have it both ways, still run so poorly that claims hit the 15 minutes AND expect not to pay out because they have created a situation where claims can be made

I know we'd all like it if it worked that way, but compensation for delays has never actually been a penalty charged for poor performance. It's always just being on the basis of a low ball liquidated damages payment, i.e. money to cover the inconvenience of the disruption. It has an extremely weak link with the actual performance regime, unfortunately.

The old Charter compensation schemes with void days and special discounts for season ticket holders was closer to that sort of thing. In a way, that was actually better for some people. It also came with next to no admin if you were continuing with the same season, as you simply received it on renewal.

 

[xotGD]

Not only check them automatically, but refund to same card that was used.

No different to an online supplier saying part of your purchases aren't now available and refunding difference.

Of course it doesn't work for anytime tickets where there are no barriers, or on train scans. But in a way that is a choice between doing more on train scans and inspections, or paying for more manual claim processing. Whilst can't scan every train everywhere, there is an incentive to scan those on delayed trains (especially ones delayed near claim threshold time) to help automate the claim process.

Arrive on time, have a coffee in the platform buffet, go through the barrier 30 minutes later, get Delay Repay.

 

[Haywain]

Arrive on time, have a coffee in the platform buffet, go through the barrier 30 minutes later, get Delay Repay.

Well, that wouldn't work for you because you'd be using a paper ticket, wouldn't you?

 

[Sonic1234]

I think the problem with that line of reasoning is that could reverse the argument and say the railway should make more effort so there aren't delays that could result in small payment

That was the purpose of delay repay - now you can hold those private fat cat operators to account, and isn't big daddy Government great: advocating for you and clipping their wings! Not so keen on it now with GBR/pseudo-nationalisation.

 

[Haywain]

Not only check them automatically, but refund to same card that was used.

So compensation for the purchaser rather than the traveller?

 

[yorkie]

In my experience, delays of 30/31 mins will typically be claimed by train companies to be 29.5 minutes to avoid compensation.

LNER and others are also keen to claim that delays are 29.5 minutes or 59.5 minutes when their train misses the connection, however the onward local service has slack time at the destination, meaning all trains that depart on time arrive early.

Certain train companies are so desperate to deny legitimate claims that they wouldn't entertain any sort of grace period. They are very keen to reject valid claims; they really don't value customers.

== Doublepost prevention - post automatically merged: 9 Aug 2026 ==

Not only check them automatically, but refund to same card that was used

Any suggestion to change compensation to be payable to the purchaser, rather than the traveller as at present, should be discussed in a new speculative thread.

 

[Sonic1234]

they really don't value customers.

Because they come back, and often demand exceeds supply so even if an individual gives up on the railway, someone else will take their place. Why bother with the costs of customer service, when you can't cope with the demand anyway. You see this with other businesses where demand is huge: budget airlines, McDonalds....

If there is going to be an improvement in customer service as well as lower fares, there needs to be a collapse in passenger numbers. SE and to a lesser extent, GTR, went Advance mad after Covid because their customer base collapsed. SE are still making posters extolling the virtues of buying an Anytime ticket to go to a meeting, and I don't think they're being ironic! Advances have their own issues, but you can travel with SE cheaper than you used to be able to (although probably by now they've been mucking around with the tiers).

 

[Buzby]

Certain train companies are so desperate to deny legitimate claims that they wouldn't entertain any sort of grace period. They are very keen to reject valid claims; they really don't value customers

Two weeks ago I purchased a ticket (from the Forum's site) for a Day Return between Glasgow Central and Girvan. As this requires a change at Ayr, the number of 'through' journeys is limited due the two-hourly service between Ayr & Girvan.

Things started well, until north of Kilbirnie when the lights dimmed by 50% and we coasted into the station we weren't scheduled to stop at. Guard announced that we've lost power and after 6 minutes and after dropping an raising the pantograph a few times, it reset and we ere on our way, arriving 5 minutes late, only for me to see my connection depart on the adjacent platform. With 2 hours to the next, I abandoned the journey and took a taxi as I had to be at the harbour in an hour.

Filled in my Delay Repay based on the missed connection, and within 5 minutes got a reply with a reference number, and advisory claims take 5 working days to process. After 15 days, I sent a reminder then heard nothing more from Scotrail CS. Now, I could have pushed for the taxi fare, but I just wanted a refund of the unused track-miles, but nothing to date.

I've had better service from Northern & TPE when it came to processing payments, ScotRail not so much!

 

[VT 390]

Two weeks ago I purchased a ticket (from the Forum's site) for a Day Return between Glasgow Central and Girvan. As this requires a change at Ayr, the number of 'through' journeys is limited due the two-hourly service between Ayr & Girvan. Things started well, until north of Kilbirnie when the lights dimmed by 50% and we coasted into the station we weren't scheduled to stop at. Guard announced that we've lost power and after 6 minutes and after dropping an raising the pantograph a few times, it reset and we ere on our way, arriving 5 minutes late, only for me to see my connection depart on the adjacent platform. With 2 hours to the next, I abandoned the journey and took a taxi as I had to be at the harbour in an hour. Filled in my Delay Repay based on the missed connection, and within 5 minutes got a reply with a reference number, and advisory claims take 5 working days to process. After 15 days, I sent a reminder then heard nothing more from Scotrail CS. Now, I could have pushed for the taxi fare, but I just wanted a refund of the unused track-miles, but nothing to date.

I waited about 20 days, after being advised 5 days, for a ScotRail Delay Repay claim from Inverness to Kyle of Lochalsh (no split tickets and cancelled service) to be approved a few weeks ago, and just over another week for the payment to be received.

 

[xotGD]

Well, that wouldn't work for you because you'd be using a paper ticket, wouldn't you?

I would be using a paper ticket, and I wouldn't want to exploit a bug in an automated delay repay system to make a dodgy claim either!

 

[Starmill]

I would be using a paper ticket, and I wouldn't want to exploit a bug in an automated delay repay system to make a dodgy claim either!

C2C season ticket holders with their tickets loaded onto smartcards already get compensation in a similar manner. It isn't open to the abuse you suggest in at all the same way. So it can't be that hard to deal with.

 

[xotGD]

C2C season ticket holders with their tickets loaded onto smartcards already get compensation in a similar manner. It isn't open to the abuse you suggest in at all the same way. So it can't be that hard to deal with.

How does ot work then? You tap in and out, normally 25 minutes apart, but one day you stop for a coffee and tap out 65 minutes after tapping in - do you get automatic delay repay?