Turn late into great
What is Delay Repay?
We wish it weren’t true, but sometimes trains are delayed. Things like technical issues and bad weather can make you late. Meetings get missed. Dinners go cold. It’s not nice.
So to minimise the pain, our Delay Repay scheme lets you claim back some or all of the cost of your ticket if you’re delayed by 30 minutes or more. No matter what caused the delay. It’s our way of saying sorry - and thanks for staying loyal to us even when there’s a hiccup. The scheme has been designed to make sure everybody gets a fair amount back if they are significantly delayed.
It’s not always our fault of course, but we’ll still pay regardless.
The only type of tickets we can’t reimburse are free tickets redeemed through the Virgin Trains East Coast Rewards loyalty scheme.
How does Delay Repay work?
If you arrive at your destination late because a Virgin Trains East Coast service was cancelled or delayed, you can submit a claim. The kind of claim depends on how late you were:
* ‘Portion’ means either the outward or the return part of a return ticket. ‘Relevant’ means the portion of the journey on which you were delayed.
If you bought two separate Advance Single tickets to make a round trip, these don’t constitute a Return ticket. So the maximum claim will be 100% of the ticket used for the delayed journey.
Delay Repay for Season Tickets
If you’re a Season Ticket holder, we won’t leave you out. But you do need to claim for each individual journey that was delayed, so you’ll need to do some sums.
The amount you can claim is based on how many journeys the season ticket is likely to be used for, based on weekday journeys there and back. This means the amount of compensation for each journey is:
- for a weekly Season Ticket, the price of the ticket divided by 10
- for a monthly Season Ticket, the price of the ticket divided by 44
- for an annual Season Ticket, the price of the ticket divided by 520.
If we have to introduce an emergency timetable, Delay Repay compensation will be re-calculated against this.
If peak times are especially bad…
If you suffer a period of sustained poor peak* punctuality and you’re a Season Ticket holder, we may be able to pay out over and above these arrangements. Any additional compensation will be agreed in consultation with Passenger Focus and London TravelWatch.
When exactly are ‘peak’ times?
By ‘peak’ we mean trains scheduled to arrive at London King’s Cross between 07:00 and 09:59, and trains scheduled to depart from London King’s Cross between 16:00 and 18:59, on Mondays to Fridays, excluding Bank Holidays.
How to claim Delay Repay
Claiming is nice and easy, we just need to know as much as possible about your trip. So you’ll need to:
- Complete a Delay Repay form, filling in all the relevant sections
- Enclose your validated ticket and your seat reservation coupon – though please don’t staple them together. Normally a member of staff will stamp and validate your ticket/seat reservation voucher on board
- Send a photocopy of your ticket, if you have a monthly or annual Season Ticket. If you have a weekly Season Ticket, please send your claim after your ticket expires and enclose it with your form
- We should be able to process your claim within 10 working days, but if you miss out any of the stuff above, or get the date wrong or anything, it'll end up taking longer to sort out. So worth checking before you send.
About your claim
- If your claim is successful, we’ll send you your compensation by post. You can either choose to have the amount paid in in National Rail Travel Vouchers, or as a personal cheque.
- We can only pay compensation under one scheme per journey. For example, if you were unlucky enough to be delayed by over 30 minutes and the seat you reserved wasn’t available, you would have to pick either Delay Repay or Seat Guarantee. You can choose the scheme that offers you the most compensation though.
- We don’t normally accept refund claims under Delay Repay if you were advised of the delay before you bought your ticket.
- But treat each claim on its merits and never automatically rule out compensation.
- Completing this form doesn’t guarantee you compensation, or create any new legal relationship with you. It also doesn’t affect your legal rights.
- Please be careful and write neatly when completing your Claim Form. To validate claims, we have monitoring systems for checking customer details, ticket types and other information provided. For the system to work, we need you to write in block capitals inside the boxes provided.
- This form will only be used to look into claims for ‘Delay Repay’ or ‘Seat Guarantee’ schemes. If you want to say something about any other aspect of our service, you can send an email to our friendly Customer Relations team at email@example.com.
- We don't accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection, or closure of the railway.
- If you want to find out more about our commitments to our customers, you can read our Passenger’s Charter online at virgintrainseastcoast.com, or pick up a copy from any of our stations.