Please note: Delay Repay from the mobile app isn't currently available due to a technical fault.
You'll find a claim form on the app itself. Select “Delay Repay” from the Ticket Wallet app menu and choose the ticket you want to claim for. Enter your journey details so all you need to do is tell us the length of your delay and the service you travelled on, where relevant, then submit your claim. We'll send you a confirmation email once we've got your application.
Am I entitled to compensation if compensation schemes in the VTEC Passenger Charter, such as Delay Repay, don't apply?
In accordance with your legal rights as a consumer under the Consumer Rights Act 2015, you may be eligible to a different level or method of compensation where Virgin Trains East Coast is at fault and nothing set out in our Passengers Charter is intended to limit or exclude your legal rights in these circumstances.
When can I claim compensation for delays to Virgin Trains East Coast services?
If you travel on a Virgin Trains East Coast service that's late by 30 minutes or more, we'll give you compensation. Pretty much all ticket holders, no matter how the delay was caused, can apply for compensation using Delay Repay, the only exception is for free tickets bought through our Rewards scheme.