Delay Repay FAQ's

Can I claim if I don't have a ticket?
To make a claim we ask that you attach a defaced copy of your ticket (unless it's still required for use, e.g. a season ticket). If you know you are delayed by 30 minutes or more, please retain your ticket to ensure you are able to make a claim. If your ticket is retained by the barriers at a station, please ask a member of the barrier staff to help you recover your ticket.
Why do I need to deface my ticket?
If you are attaching a copy of your ticket we ask for it to be defaced so it cannot be submitted for a refund or used again. Examples of how to deface your ticket can be found below:

Ticket
Why do I keep having to enter my season ticket details?
If you are a season ticket holder you have the option for us to remember your ticket details. Simply select the 'Remember my ticket details' check box in the 'Ticket details' section and the next time you submit a claim you will have the option to select your saved ticket. This will save you from adding your ticket details each time you submit a claim.

Remember Ticket

What if I can't find my ticket type?
If you can't find the ticket type you are claiming for select 'Other (if not listed above)' this will give you a secondary drop down with some more options.
other not listed
I travelled with a group, do I need to claim each ticket separately?
We recommend that each passenger submits their own individual claim, however you can make a claim for multiple passengers. To do this simply select the 'Multiple Passengers' check box in the 'Journey details' section and upload a defaced copy of all of the tickets in the 'Ticket details' section.
Once you have uploaded a ticket image for each member of the travelling party, you only need to use the details from any one of those tickets to complete the remaining claim form sections.

multi-messenger
How do I know my claim was successfully submitted?
If your claim has been successfully submitted, you should see a 'your claim was submitted successfully.' message appear on the screen. We will also send a confirmation email to you if you have provided a valid email address.

success
My claim has been rejected, I don't agree with the decision. What should I do?
If you believe your claim has been incorrectly rejected, you will have the option to appeal. Please submit an appeal with additional information to support your claim and a member of our team will investigate your claim further.
You can make an appeal by clicking on the 'APPEAL A CLAIM DECISION' button on the online Delay Repay Claim Form and logging in using your claim reference number and either your email address or postcode

Step 1. Select 'APPEAL A CLAIM DECISION'

Appeal

Step 2. Enter your claim reference number and either your email address or postcode.

Appeal 2

Step 3. Enter the reason you are appealing and select 'SUBMIT APPEAL' or if you would like to upload a different image of your ticket or amend ticket details select the 'If you want to edit ticket details please check this option' check box.

Appeal 3

I don't agree with the amount I have been awarded. What should I do?
If your claim has been approved and you believe the amount awarded is incorrect, you have the option to appeal the decision. Please submit an appeal with additional information to support your claim and a member of our team will investigate your claim further.

You can make an appeal by clicking on the 'APPEAL A CLAIM DECISION' button on the online Delay Repay Claim Form and logging in using your claim reference number and either your email address or postcode.

Step 1. Select 'APPEAL A CLAIM DECISION'

appeal

Step 2. Enter your claim reference number and either your email address or postcode.

appeal 2

Step 3. Enter the reason you are appealing and select 'SUBMIT APPEAL' or if you would like to upload a different image of your ticket or amend ticket details select the 'If you want to edit ticket details please check this option' check box.

appeal 4

I have multiple delays to claim for, do I need to submit a separate claim for each delay?
At the moment, yes you do. We are however looking at new functionality which will make it easier for you to submit more than one claim at the same time in the future.
My paper claim form has been sent back to me saying there is information missing, what do I do?
On some occasions we may need to send your claim form back to you. This is usually the case if the claim form you have sent in is incomplete and missing mandatory information that we require before we can process your claim i.e. journey time, journey date, etc.

We will highlight on the form the information that is required. Please review the form, fill in the missing fields and send the claim form back to us. Once we receive the completed claim form, we will be happy to process your claim.
My online claim form has been sent back to me saying there is information missing, what do I do?
If you have submitted a claim but have not provided the required information, the system detects the ticket is invalid e.g. the ticket details you have provided are not valid for the date of your journey. If this happens, we will send you an email asking you to log in and review your claim. You should log in using the link provided on your email and review the highlighted information. Once you have made the necessary changes/additions, you can then resubmit your claim.
You can log into your claim history by clicking on Claim History.
I can't find the scheduled train I travelled on, in Journey Details. What do I do?
This can happen for a number of reasons. The most common causes of this are:

1. If your journey involved a change but you have selected a direct journey. Please make sure you are selecting the correct option.
Journey Detail

'Yes' if you journey involved a change or 'No' if it was a direct journey (no changes).

2. Our system uses a 24 hour clock. If you travelled at 2pm, please enter the time as 14:00 and not 02:00. If you have entered all the details correctly and you still cannot find the scheduled train you travelled on, please email our Customer Relations Team at customer.relations@tfwrail.wales
What methods of transport should I include as a part of my journey?
You should only include your train journey and any connecting trains you've had to take, excluding any underground, bus or tram connections.
I am an international customer what is the best payment method to select?
PayPal would be the best option to select, this is the quickest and easiest way for you to receive your compensation.
What are the fastest payment methods?
PayPal: You will receive your payment within 48 hours of your claim being approved.

Donate to The Railway Children: Payments will be made to The Railway Children upon approval of your claim.