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Delay Repay

East Midlands Trains aims to provide the most punctual service possible and we work hard to make sure our trains run to time; however we do occasionally experience delays.

Our Delay Repay scheme is designed to provide you with an easy and quick way to claim compensation for delays over 30 minutes, regardless of the reason.

Compensation is usually paid in the form of a National Rail Voucher, which can be used as payment (or part payment) towards any National Rail ticket, including season tickets, when purchased at a station Ticket Office.

What might you get back? 

Delays between 30 and 59 minutes 50% of the cost of a single ticket (or 50% of the cost of either part of a return ticket).
Delays of 60 minutes or more 100% of the cost of a single ticket (or 100% of the cost of either part of a return ticket).
Delays of 2 hours or more (120 mins) 100% of the cost of a single ticket or 100% of the cost of a return ticket (i.e both ways, not just one way).

When you purchase two separate Advance tickets to make a return journey, this does not consitute a return ticket. The maximum claim will be 100% of the value of the ticket used for the specific journey on which you were delayed.

Season ticket holders

If you have a Seven Day or longer Season Ticket, the compensation amount will be calculated using a proportional daily cost of your ticket.

How to claim

Complete the Delay Repay form below, with details of the specific East Midlands Trains service that you were travelling on (or planned to travel on). The form can be emailed to us at getintouch@eastmidlandstrains.co.uk along with a scanned copy or photo of your train ticket. However please make sure that it is cut diagonally as follows and that the destinations and cost of the ticket are clearly visible. If you have a season ticket that is still valid you will not need to cut the ticket.

Delay Repay Cut Ticket

The form can also be posted to us, along with the original ticket to:

Freepost RTCT-GCYU-TLSK
Customer Relations
East Midlands Trains
Derby
DE24 8HG

Please keep a copy of your ticket for reference purposes, as we are unable to return tickets afterwards. 

Download the Delay Repay form here

If you require payment via cheque please let us know by completing the General Enquiry form.

You should ensure that care is taken when completing the Delay Repay Claim Form and must have travelled or attempted to travel on the delayed train. We have established monitoring systems for checking customer details, train delays, ticket types and other information customers provide, in order to validate claims. Please note that claims must reach us within 28 days of the date of the delay in order for us to process the claim. If a claim for Delay Repay is found to be made fraudulently, this may lead to prosecution.

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