Delay Repay - claim compensation for a delayed journey
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Please note: This page is for Delay Repay claims only, if you have any further comments regarding your journey please contact us using our feedback form.
Should you wish to claim for more than 1 ticket, please raise the additional ticket claim separately in the passengers' name.
CrossCountry aims to provide the most punctual service possible. However, when delays do occur, we will provide you compensation in line with our Passenger Charter and National Rail Conditions of Travel.
If your CrossCountry train has been delayed by 30 minutes or more to the destination detailed on your ticket, you will be entitled to compensation. You can rest assured that your journey is covered whatever happens.
How much compensation am I entitled to?
The amount of compensation that you may be entitled to depends on the difference between actual time of arrival to the destination and the arrival time in the published timetable.
Delays of 30-59 minutes
50% of the cost of your single ticket or 50% of the cost of either portion of your return ticket
Delays of 60 minutes or more
100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket
Delays of two hours or more for return tickets
If either or both the outward or return legs of your journey are delayed by more than two hours and you have a return ticket, you will be entitled to receive up to 100% of the cost of the return ticket
In the case of season tickets, any compensation will be calculated against the proportional daily cost of the price of the ticket
In accordance with your legal rights as a consumer you may be eligible for a different level of compensation where CrossCountry is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Relations team.
More and more tickets on the UK rail network are available to be fulfilled to Smartcard. If your claim relates to such a ticket, please include a clear image of the front of your Smartcard, and enter your Smartcard number in the ‘Booking reference/ticket number’ field on the form below. Your Smartcard number is the 18 digit number on the front of your Smartcard.
How will I be paid?
Compensation will be paid in National Rail Travel Vouchers or, at your request, in money (for example by PayPal or BACS). Rail Travel vouchers can be used as payment or part payment towards any National Rail ticket, including season tickets. Alternatively, you can choose to donate your claim to charity. Our chosen charity at CrossCountry Trains is Brain Tumour Research Charity.
How do I make a claim under Delay Repay?
Please complete the form below within 28 days of the date of the delay. A readable, photograph, or scanned copy of your ticket or Smartcard is required to make a claim.
Our customer service team will respond as soon as possible and aim to reply within 10 working days. Should you have any difficulties completing the form, please call us on 03447 369 123 (option 3).
Alternatively, you can download our Delay Repay claim form and post to us at the address on the form.
Flights and ferries
If you have a flight to catch from an airport near to a station served by CrossCountry trains, we will normally only consider providing alternative transport if you planned your rail journey to arrive at the airport station at least two hours before your scheduled check in time. If you're catching a ferry or cruise liner, we advise you to plan your journey to aim to get to the relevant terminal two hours before your scheduled check in time.
In accordance with your legal rights as a consumer you may be eligible to a different level of compensation where CrossCountry is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Relations team.