Delay Repay

East Midlands Trains aims to provide the most punctual service possible and we work hard to make sure our trains run to time; however we do occasionally experience delays.

Our Delay Repay scheme is designed to provide you with an easy and quick way to claim compensation for delays over 30 minutes, regardless of the reason.

What might you get back? 

Delays between 30 and 59 minutes 50% of the cost of a single ticket (or 50% of the cost of either part of a return ticket).
Delays of 60 minutes or more 100% of the cost of a single ticket (or 100% of the cost of either part of a return ticket).
Delays of 2 hours or more (120 mins) 100% of the cost of a single ticket or 100% of the cost of a return ticket (i.e both ways, not just one way).

When you purchase two separate Advance tickets to make a return journey, this does not consitute a return ticket. The maximum claim will be 100% of the value of the ticket used for the specific journey on which you were delayed.

Season ticket holders

If you have a Seven Day or longer Season Ticket, the compensation amount will be calculated using a proportional daily cost of your ticket.

How to claim

Complete the Delay Repay form below, with details of the specific East Midlands Trains service that you were travelling on (or planned to travel on).  Please ensure that all your details are included on the form and saved prior to sending,  as we cannot accept your claim without these details. 

The form can be emailed to us at, along with a scanned copy or photo of your train ticket. However please make sure that it is cut diagonally as follows and that the destinations and cost of the ticket are clearly visible. If you have a season ticket that is still valid you will not need to cut the ticket.

Delay Repay Cut Ticket

Compensation is usually paid in the form of a National Rail Voucher, which can be used as payment (or part payment) towards any National Rail ticket, including season tickets, when purchased at a station Ticket Office. 

The form can also be posted to us, along with the original ticket to:

Customer Relations
East Midlands Trains
DE24 8HG

Please keep a copy of your ticket for reference purposes, as we are unable to return tickets afterwards. 

Download the Delay Repay form here


  • We will provide compensation for any successful claims in the form of a National Rail Travel Vouchers, although we will be happy to exchange these for a cash alternative and this is explained on the voucher that we will send to you.
  • We do not normally accept refund claims under Delay Repay if you were advised of the delay before you bought your ticket.
  • We treat each claim on its merits and never automatically rule out compensation.
  • Completion of this form does not guarantee compensation, or create any new legal relationship with you as a result of what we say we will do. Nor does it affect your legal rights.
  • Please take care when completing your Claim Form. To validate claims, we have monitoring systems for checking customer details, ticket types and other information provided. It is important that you write in block capitals within the boxes provided.
  • This form will only be used to investigate claims against ‘Delay Repay’. If you wish to comment on any other aspect of our service, please contact our Customer Service Centre at by clicking here.
  • Please note that any claims must reach us within 28 days of the date of travel.
  • We do not accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection, or closure of the railway.
  • If a claim for Delay Repay is found to be made fraudulently, this may lead to prosecution.
  • For further information on our commitments to our customers you can read our Passenger Charter.