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Delay Repay - claim compensation for a delayed journey

Journey details

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Station Finder

CrossCountry aims to provide the most punctual service possible. However, when delays do occur, we will provide you compensation in line with our Passenger Charter and National Rail Conditions of Travel.

If your train has been delayed by 30 minutes or more to the destination printed on your ticket, you will be entitled to compensation. You can rest assured that your journey is covered whatever happens.

 

How much refund am I entitled to?

The amount of compensation that you may be entitled to depends on the length of time your journey was delayed by:

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

Season tickets

In the case of season tickets, any compensation will be calculated against the proportional daily cost of the price of the ticket

In accordance with your legal rights as a consumer you may be eligible for a different level 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. 

How will I be paid?

Compensation will be paid in National Rail Travel Vouchers or, at your request, in money (for example by cheque or BACS). Rail Travel vouchers can be used as payment or part payment towards any National Rail ticket, including season tickets.

How do I make a claim under Delay Repay?

Please complete the form below within 28 days of the date of the delay. A readable, scanned copy of your ticket is required to make a claim.

Our customer service team will respond as soon as possible and aim to reply within 10 working days. Should you have any difficulties completing the form, please call us on 03447 369 123 (option 3).

Alternatively, you can download our Delay Repay claim form and post to us at the address on the form.

Flights and ferries

If you have a flight to catch from an airport near to a station served by CrossCountry trains, we will normally only consider providing alternative transport if you planned your rail journey to arrive at the airport station at least two hours before your scheduled check in time. If you're catching a ferry or cruise liner, we advise you to plan your journey to aim to get to the relevant terminal two hours before your scheduled check in time.

Personal details

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Claim details

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Ticket details

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

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£   .  p

Compensation details

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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.

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

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.


In accordance with your legal rights as a consumer you may be eligible to a different level 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.

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