If you are delayed when travelling with us we will apologise and make things up to you.
Our Delay Repay compensation scheme applies to all ticket types (including Season Ticket holders*) and irrespective of what caused the delay. The scheme applies to all tickets, from daily tickets through to annual season ticket holders and the value of compensation will be calculated on an equitable basis for all.
- Customers delayed on National Express East Coast services between 30 and 59 minutes will receive compensation of at least 50% of the cost of a single ticket or at least 50% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).
- Customers delayed on National Express East Coast services between 60 and 119 minutes will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).
- Customers delayed on National Express East Coast services for 120 minutes or longer will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of a return ticket (i.e. both ways, not just one way).
*We will however, honour the existing discount arrangements for existing GNER season ticket holders (tickets purchased before 9 December 2007) up to the first renewal with National Express East Coast (if discounts are payable). Until these are renewed with National Express East Coast Delay Repay is not applicable. Further information on season tickets purchased before 9 December 2007.
More information for Season Ticket Holders
Customers who are buying season tickets for the first time (i.e. not renewing a season ticket) should be advised to claim for each journey under the Delay Repay scheme.
Weekly and season ticket holders will receive the above compensation as a proportional daily cost of the price of the ticket. For example, if a claim is made for one journey on a weekly season ticket, the value of compensation will be based upon 1/10th of the price of the season.
To make a claim please download and complete an application form, and forward to our freepost address. Application forms are also available from our stations and on-train teams.
Compensation will normally be paid in National Rail vouchers.
Exceptions
We don't normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.
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.
You can download the full National Express East Coast Passenger's Charter or collect from any staffed station at which National Express East Coast trains stop.
If you have received National Rail Travel Vouchers as compensation and would like to use them to buy a new train ticket, please call the National Express East Coast Contact Centre on 08457 225 225 or visit any ticket office.