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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.
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.
If you have a Seven Day or longer Season Ticket, the compensation amount will be calculated using a proportional daily cost of your ticket.
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 firstname.lastname@example.org, 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.
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:
Freepost RTCT-GCYU-TLSKCustomer RelationsEast Midlands TrainsDerbyDE24 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
For help with complaints, assistance or lost luggage while travelling on our trains or anything else.