Delay Repay

Delay Repay is a national scheme that makes it easier to claim compensation when your journey is delayed.

You can claim Delay Repay if your journey with Avanti West Coast has been delayed by 15 minutes or more. Depending on the length of your delay, you may be entitled to compensation equivalent to all or part of your ticket cost.

Delays are calculated against the planned timetable, which is published in advance and is available on our website. The length of a delay is based on the time your train arrives at your destination compared to its scheduled arrival time, not the delay when you first set off.

If you:

• Booked an Advance ticket through avantiwestcoast.co.uk or through our app.
• Made your journey including at least one leg travelling with Avanti West Coast.
• Were delayed by 15 minutes or more.
• Signed up for our Delay Repay portal using the same email as you use for logging into your Avanti West Coast account and opted in to receive Automated Delay Repay emails.

then you should receive an email direct from us letting you know that you're eligible for Delay Repay compensation.

If you've not yet signed up for Automated Delay Repay you can do so here: delayrepay.avantiwestcoast.co.uk

Common reasons for turning down a claim are:

Your claim was submitted outside of 28 days:

Under our Passenger’s Charter and the National Rail Conditions of Travel, to qualify for compensation you must make the claim within 28 days of completing the relevant journey.

Your ticket was not valid for the journey you have claimed for:

The ticket provided might be for a different journey

Proof of purchase provided is not acceptable:

We couldn’t identify the journey details, ticket type, amount paid, and ticket number (for paper tickets)

We were unable to find a delay of 15 minutes or more:

• You gave us details of the train you travelled on, rather than the one you planned to board
• There were planned engineering works in place which meant that the timetable was amended. Compensation is not usually offered during planned engineering
• The date of the journey was incorrectly entered

The delay occurred with a different train operator:

We can only deal with claims which were initially caused by Avanti West Coast. If we find that the delay was caused by a different train company, we will pass the claim to them and let you know.

We offer compensation to a maximum of a full day’s travel (pro-rata):

You can’t claim more than the amount you paid for the ticket. Further claims will be rejected if the full cost of a ticket has already been paid.

If you have more information to give us, need to change any details, or think we’ve made a mistake, you can appeal. Log in to your Delay Repay account or click on the link in the email we send you. We’ll look at your claim again and get back to you as soon as we can.