Frequently asked questions

Rail Repay helps you spot eligible UK rail Delay Repay claims. We monitor your saved route, explain your rights, estimate the compensation amount, and prepare copy‑ready claim text. You remain the claimant and submit through the official operator form yourself.

Yes, the Phase A beta is free. Sign up with email only. No payment card is required, and we do not operate on a no win, no fee basis.

No. We do not submit claims for you and we do not pay compensation into your account. You copy the prepared text into the official Delay Repay form and submit it yourself.

Phase A focuses on Greater Anglia. We plan to expand to other operators such as c2c and London commuter routes in later phases.

Delay Repay is a UK‑wide scheme that lets passengers claim compensation from the train company when a journey is delayed. The amount depends on the operator's rules, the length of the delay, and your ticket type. Claims are made directly to the train company.

Greater Anglia operates Delay Repay 15 (DR15), so delays of 15 minutes or more may qualify. The operator makes the final decision.

Greater Anglia's published bands (single ticket basis): 15–29 min = 25%; 30–59 min = 50%; 60–119 min = 100%; 120+ min = 100% of the ticket cost. Season tickets use a calculated single‑leg value before the percentage is applied.

Greater Anglia requires claims within 28 days of the delay. The National Rail Conditions of Travel also set a 28‑day claim window for industry arrangements, unless the operator extends it. Submit as early as you can.

Yes. Delay Repay covers all ticket types. Greater Anglia uses season ticket proportions of 1/464 (annual), 1/40 (monthly), and 1/10 (weekly) when calculating compensation.

Yes. If you travelled on a valid ticket, Railcard and student fares can still qualify. The compensation is based on the fare you actually paid.

No — it is not train delays only, but it depends on the situation. For planned engineering, compensation is usually measured against the published amended timetable for that day. If you arrive when that amended timetable said you would, Delay Repay is unlikely to apply just because the journey took longer than normal. However, if the rail replacement bus itself is significantly late against that temporary timetable, you can usually claim delay compensation in the normal way. For unplanned disruption, keep your ticket and arrival evidence and claim from the operator that organised the service.

If you arrived according to the published amended timetable, a claim is unlikely. You may still qualify if the amended train or replacement bus ran late, a planned connection failed, or a service shown in the amended timetable was cancelled.

In Phase A we primarily monitor train arrival delays. Detecting delays on rail replacement bus legs needs additional data and operator‑rule handling, so this is planned for a later phase. If you travelled on a replacement bus, check the operator guidance and submit a claim yourself if you arrived late.

Choose your home town (e.g. Colchester), London stop (Liverpool Street or Stratford), and direction (to London or from London). You can turn on round-trip alerts to monitor both your morning and evening commute legs. The live board shows the leg you selected; alerts follow your signup choices.

No. We may alert you on both commute legs because each journey is monitored separately. Delay Repay claims are based on the leg you actually travelled — one claim per delayed journey. If you did not travel at all (abandoned journey / Did Not Travel), refund rules usually apply once for that day’s unused travel (e.g. one day’s season-ticket value), not separate full claims for outbound and return.

An abandoned journey is when you planned to travel but did not because of disruption (e.g. you worked from home after a cancellation). That is handled under refund / Did Not Travel rules, not standard Delay Repay for each leg. You cannot usually claim abandoned compensation twice for the same day — season ticket holders are typically capped at one day’s travel value. If you travelled one way but not the other, different rules may apply to the leg you used vs the unused portion.

We email you the route, date, estimated delay length, compensation band, estimated amount, and copy‑ready claim text for the official form.

Open Greater Anglia's official Delay Repay form, paste the prepared text, add your ticket and journey details, and submit the claim yourself. Greater Anglia states that agreed claims are usually paid within 14 days.

No. The amount shown is an estimate only. The train company decides the final eligible amount after validating your ticket, journey, and delay evidence.

Claims are less likely when: you were told about the delay before travelling and arrived on the amended timetable; the delay was under 15 minutes; the 28‑day window has passed; you have no valid ticket evidence; or you did not travel (though refunds may apply for cancellations).

If you did not travel because of a cancellation, ticket refund rules often apply instead of Delay Repay. If you took a later service and arrived late, a Delay Repay claim may still be possible. Check Greater Anglia’s refund and Delay Repay pages for your situation.

Greater Anglia publishes specific strike‑day refund and Delay Repay rules, including a Did Not Travel option for season ticket holders and normal Delay Repay assessment the day after a strike. Claims during strikes are judged against the on‑the‑day timetable.

We collect only the minimum data needed: your email address and saved route details. We aim to operate in line with GDPR. Full details will be published in our Privacy Policy.

Premium (£3.99/month) is a planned Phase 2 tier with features such as multiple routes, priority alerts, and claim history. Phase A beta is free only.

No. Rail Repay is not legal advice. It is a self‑service tool based on publicly available Delay Repay rules. For complex cases, contact the operator or Citizens Advice.

Email us at hello@railrepay.co.uk. You can also reply to any alert email from us. We are an independent tool — not Greater Anglia.

For Delay Repay claim decisions, contact Greater Anglia customer services (0345 600 7245) or their official Delay Repay page.