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CrossCountry Delay Repay

Apply for compensation for delayed journeys on CrossCountry trains.

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Your journey

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If your CrossCountry train has been delayed by 30 minutes or more to the destination detailed on your ticket, you are entitled to compensation. This means that when delays strike, we’ve got you covered. CrossCountry aims to provide the most punctual service possible, but when delays do occur, we provide compensation in line with our Passenger Charter and National Rail Conditions of Travel.

Should you wish to make a claim for more than one ticket, you will need to raise all ticket claims individually under each passenger's name.

How Delay Repay Works

The amount of compensation that you may be entitled to depends on the length of the delay. This is calculated according to the arrival time on the published timetable compared to the actual time of arrival to your destination.

30-59 Minute Delay

You are entitled to 50% of the cost of a single ticket or 50% of the cost of either portion of a return ticket.

60+ Minute Delay

You are entitled to the full cost of a single ticket or the full cost of either portion of a return ticket.

120+ Minute Delay

When travelling with a return ticket, if either or both legs of your journey are delayed by more than two hours, you are entitled to the full cost of the return ticket.

Smartcard Tickets

Increasing varieties of UK rail tickets can be used on your Smartcard. If your claim relates to a Smartcard ticket, you will need to include a clear image of the front of your Smartcard and enter your Smartcard number in the Booking Reference/Ticket Number field. Your Smartcard number is the 18-digit number on the front of your Smartcard.

How We Calculate Your Refund


Length of Delay

Single Tickets

Return Tickets

Season Tickets

(% cost of a journey)
30-59 minutes 50% 25% 50%
60-119 minutes 100% 50% 100%
120+ minutes 100% 100% 100%

Apply for Delay Repay

Please note: Before submitting your claim, please check that your bank can process BACS transactions. Using "online only" accounts or banks may restrict the acceptance of BACS payments.

Please fill out all the details requested below.  If you are unable to use our online form and would prefer to use a paper form, it can be downloaded here.

Personal details

All information is required

Claim details

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Ticket details

If your ticket type is not listed please send your claim via email to [email protected] or alternatively you can speak to the Customer Relations Team during normal office hours by calling 03447 369 123
(option 3).

All information is required

£   .  p

(jpeg, gif, png or pdf formats only.)
(file must be 3.5mb or less)

Compensation details

All information is required

You might have a statutory right to receive compensation via the method you used to purchase your original ticket. Should an acceptable method not be listed above, then please do not hesitate to contact our Customer Relations team on 03447 369 123.

Thank you for choosing to donate to charity. Our chosen charity at CrossCountry Trains is Brain Tumour Research Charity.

Brain tumours are indiscriminate; they can affect anyone at any age. What’s more, they are the leading cause of death in more children and adults under the age of 40 than any other cancer, yet historically just 1% of the national spend on cancer research has been allocated to this devastating disease.

Your donation will help them to fund the fight against brain tumours.

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Please input a valid email address that is associated to your paypal account. To register visit

All details provided are to the best of my knowledge, correct and accurate. I understand that any attempt to make a fraudulent claim will be reported for investigation to the British Transport Police. Terms and conditions.

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