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Delay Repay

Our Delay Repay scheme provides an easy and quick way to claim compensation for delays over 30 minutes.

It can currently take up to 20 working days to process your compensation, this is due to a high number of recent claims. There's no need to resend your claim, however if you'd like an update, you can call the team on 03457 125 678 (option 5, 5). Thank you for your patience.

Our focus is to provide you with the best train service we can and if things don't go to plan do our best to put things right.

To help you understand more about our Delay Repay compentation scheme and how to claim we;

  • Make announcements on our trains in times of disruption
  • Hand out 'talk to us' cards and claim forms during times of disruption
  • Contact customers who have booked through our website and experienced a 30 minute delay, detailing how to claim
  • Raise awareness of the scheme through @EMTrains

We pay compensation by cheque but you can request the alternative of a National Rail voucher (please tick the box on the bottom of the claim form). You can use National Rail vouchers to pay towards any National Rail ticket, including season tickets, when bought at a station. If you require a different payment option please contact us and we will do our best to help. 

What might you get? 

Delays between 30 and 59 minutes 50% of the cost of a single ticket or 50% of the cost of one part of a return ticket - outward or return journey.
Delays of 1 hour to
1 hour 59 minutes
The full cost of a single ticket or the full cost of one part of a return ticket - outward or return journey.
Delays of 2 hours or more The full cost of a single ticket or return ticket.

If you bought two or more separate tickets to make a return journey, the compensation will be based on only the relevant ticket.

Season ticket holders

If you have a seven-day or longer season ticket, the compensation will be based on the daily cost of your ticket.

  • Weekly: 1/10th of ticket cost
  • Monthly: 1/44th of ticket cost
  • Annual: 1/520th of ticket cost

How to claim

Fill in the Delay Repay form. You can fill in the form on screen, or print off a copy to fill in.

Filling the form in on screen

Fill in the form and email it, along with a scanned copy or photo of your train ticket, to delayrepay@eastmidlandstrains.co.uk. (If you no longer have your ticket, we will accept proof of purchase or a booking confirmation).

If you send us the original ticket, make sure it is cut diagonally as shown below and that the destination and cost of the ticket can be read.

You can also print off your filled-in form and post it, along with the original ticket, proof of purchase or a booking confirmation, to:

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

We must receive your form within 28 days of the date of the delay.

Delay Repay Cut Ticket

Please keep a copy of your ticket, as we cannot return it.

Complete the on-screen Delay Repay form here

Read help for filling in a Delay Repay form for a season ticket

Read help for filling in a Delay Repay form for an individual ticket


Notes

  • We do not normally accept Delay Repay claims if you were told about the delay before you bought your ticket.
  • We treat each claim on its merits and never automatically rule out compensation.
  • Filling in a Delay Repay form does not guarantee that you will get compensation and it , does not affect your legal rights to take any other action against us.
  • We do not accept liability for any loss caused by a train being delayed or cancelled, you missing a connection, or the railway being closed.
  • If a you make a fraudulent claim, you may be prosecuted.
  • If you want to comment on any other aspect of our service, contact our Customer Service Centre.
  • For more information on our commitments to our customers you can read our Passenger Charter.

If you are scanning a copy of the ticket to us please make sure it is cut diagonally as shown below and that the destination and cost of the ticket can be read.