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Claiming compensation for a delay

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Station Finder

If your journey was delayed by 30 minutes or more, irrespective of the cause, you will be entitled to claim compensation under our Delay Repay scheme and in line with our Passenger Charter. You will receive compensation based on the following guidelines:

Delays of 30-59 minutes

  • 50% of the cost of your single ticket or 50% of the cost of either portion of your return ticket

Delays of 60 minutes or more

  • 100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket

Delays of two hours or more for return tickets

  • If either or both the outward or return legs of your journey are delayed by more than two hours and you have a return ticket, you will be entitled to receive up to 100% of the cost of the return ticket

Please print and complete a Delay Repay form (PDF) or complete our online Delay Repay form. Please make your claim within 28 days of the date of the delay.. Please make your claim within 28 days of the date of the delay.

We do not normally accept claims for compensation if trains are delayed or cancelled and you were aware of the delay before you bought your ticket.

In the event that we introduce an emergency timetable, compensation will be based on the emergency timetable.

Season tickets

In the case of Season tickets, Delay Repay compensation is calculated based on the proportional single ticket price paid for that journey. For example, the daily proportional cost of a seven day ticket is calculated based on an assumption that ten single journeys are made per working week (five return journeys).

Season ticket type

Value of each single journey

Annually              1/464 x total price

Quarterly             1/130 x total price

Monthly               1/40 x total price

Weekly                 1/10 x total price

Individual season ticket compensation calculations may differ, depending on the ticket validity.

Should a period of sustained poor performance be experienced, we will consider compensating Season ticket holders over and above the arrangements outlined above. In doing so, we will consult Transport Focus, the independent national rail consumer watchdog.

Your compensation checklist

So that we can process your application and get your compensation back to you, please make sure that you let us have:

Either the original ticket, or in the case of Season tickets a photocopy of the ticket and your photocard, your booking confirmation e-mail, or your unique journey number;

Your name and the address for our reply; and

Information about your journey - the date you travelled, where you were travelling from and to, and how long you were delayed.

We normally issue compensation using either Rail Travel Vouchers, Cheque or BACS.  Please confirm when you submit your claim how you wish your compensation to be paid.

In accordance with your legal rights as a consumer you may be eligible to a different level or method of compensation where CrossCountry is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances.  If you believe this applies to your journey, please contact our Customer Relations team 

Many of the stations we serve have automatic ticket gates. These gates are supervised during their hours of operation. If you need to retain your ticket on completion of your journey, instead of using the gates please show your ticket to a member of staff.

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