Delay Repay FAQ’s

Can I claim if I don’t have a ticket?
To make a claim we ask that you attach a defaced copy of your ticket (unless it’s still in use, i.e. a season ticket). If you know you are delayed by 30 minutes or more, please keep a hold of your ticket to make a valid claim. If your ticket is retained by the barrier at a station, please ask a member of the barrier staff to provide you with your ticket.
Why do I need to deface my ticket?
If you are attaching a copy of your ticket we ask for it to be defaced so it cannot be used again or a refund request submitted. Examples of a defaced ticket.

Ticket 1

Ticket 2
Why do I keep having to enter my season ticket details?
If you are a season ticket holder you have the option for us to remember your ticket details. Simply select the ‘Remember my ticket details’ check box in the ‘Ticket details’ section and the next time you submit a claim you will have the option to select your saved ticket. This will save you adding your ticket details each time you submit a claim.

Remember Ticket

What if I can’t find my ticket type?
If you can’t find the ticket type you are claiming for select ‘Other (if not listed above)’ this will give you a secondary drop down with some more options.
other not listed
I travelled with a group, do I need to claim each ticket separately?
We recommend that each passenger submits their own claim, however, you do have the option to let us know you are claiming for multiple passengers. To do this simply select the ‘Multiple Passengers’ check box in the ‘Journey details’ section and upload a defaced copy of all of the tickets in the ‘Ticket details’ section.


multi-messenger
How do I know my claim was successfully submitted?
If your claim has been successfully submitted, you should see a ‘your claim was submitted successfully.’ message appear on the screen. We will also send a confirmation email to you, if you have entered a valid email address.

success
My claim has been rejected, I don’t agree with the decision. What should I do?
If you believe your claim has been incorrectly rejected, you will have the option to appeal. Please submit an appeal with additional information to support your claim and a member of our team will investigate your claim further.
You can make an appeal by clicking on the ‘APPEAL A CLAIM DECISION’ button on the online Delay Repay Claim Form and logging in using your claim reference number and either your email address or postcode.

Step 1. Select ‘APPEAL A CLAIM DECISION’

Appeal

Step 2. Enter your claim reference number and either your email address or postcode.

Appeal 2

Step 3. Enter the reason you are appealing and select submit appeal or if you would like to upload a different image of your ticket or amend ticket details select the ‘If you want to edit ticket detail please check this option’ check box.

Appeal 3

I don’t agree with the amount I have been awarded. What should I do?
If your claim has been approved and you believe the amount awarded is incorrect, you will have the option to appeal the decision. Please submit an appeal with additional information to support your claim and a member of our team will investigate your claim further.
You can make an appeal by clicking on the ‘APPEAL A CLAIM DECISION’ button on the online Delay Repay Claim Form and logging in using your claim reference number and either your email address or postcode.

Step 1. Select ‘APPEAL A CLAIM DECISION’

appeal

Step 2. Enter you claim reference number and either your email address or postcode.

appeal 2

Step 3. Enter the reason you are appealing and select submit appeal or if you would like to upload a different image of your ticket or amend your ticket details select the ‘If you want to edit ticket detail please check this option’ check box.

appeal 4

I have multiple delays to claim for, do I need to submit a separate claim for each delay?
At the moment, yes you do. We are, however, looking at new functionality which will make it easier for you to submit more than one claim at the same time.
My paper claim form has been sent back to me saying there is information missing, what do I do?
On some occasions we may need to send your claim form back to you. This is usually the case if the claim form you have sent in is incomplete and missing mandatory information that we require before we can process your claim i.e. journey time, journey date, etc.

We will highlight on the form the information that is required. If you can kindly review the form and fill in the missing fields and send the claim form back to us.

Once we receive the completed claim form, we will be happy to submit your claim.
My online claim form has been sent back to me saying there is information missing, what do I do?
If you have submitted a claim and any of the details you have provided is incomplete or if the system detects the ticket is invalid i.e. the ticket details you have provided are not valid for the date of your journey. We will send you an email asking you to log in and review your claim, if you could kindly log in using the link provided on your email and review the highlighted information and resubmit your claim.
You can log into your claim history by clicking on Claim History.