Delay Repay rules
Delay Repay claims by operator: approval and speed
Pick an operator: the tool shows the share of claims it approved and closed within 20 working days in the last full year.
How an operator handles Delay Repay claims
Claims approved
64.3%
| Closed within 20 working days | 99.1% |
| Claims closed | 468,423 |
| Period | April 2025 to March 2026 |
Office of Rail and Road, Table 4410 (OGL v3.0). Where the ORR reports a group, the figure covers all its brands.
The Office of Rail and Road publishes, each quarter, how train operators handle delay compensation claims: how many they received, how many they closed, how many they approved, and the share closed within 20 working days. In April 2025 to March 2026, operators in Great Britain closed 9,103,840 claims and approved 80.5% of them; 99.4% were closed within 20 working days. In the first 4 four-week periods of April 2026 to March 2027, still provisional, 3,812,639 claims were closed and 83.6% approved. The figures differ widely between operators, reflecting their passengers, their tickets and how claims are checked, so a low rate is a reason to claim carefully rather than proof of unfairness. The table below gives every operator the statistics report, and the page is refreshed each time a new release comes out: the latest release is dated 15 October 2026, the next is due on 14 January 2027.
What a 15 to 29 minute delay pays
With a Delay Repay 15 operator
£6
| With a Delay Repay 30 operator | £0 |
| Operators paying from 15 min | 17 |
| Operators paying from 30 min or later | 11 |
Schemes and rules read by Radif Partners · Editorial policy · Method
Every operator, last full year
| Operator | Claims closed | Approved | Closed in 20 working days | Approved, April 2026 to March 2027 so far |
|---|---|---|---|---|
| Caledonian Sleeper | 7,163 | 96.9% | 98.7% | 100.0% |
| Avanti West Coast | 1,739,436 | 84.8% | 99.8% | 90.6% |
| Chiltern Railways | 81,640 | 84.4% | 99.9% | 84.0% |
| Greater Anglia | 272,830 | 84.2% | 98.9% | 86.0% |
| South Western Railway | 699,090 | 83.5% | 99.7% | 85.9% |
| East Midlands Railway | 456,975 | 82.5% | 98.2% | 85.5% |
| Great Western Railway | 1,444,358 | 82.5% | 99.9% | 88.5% |
| Southeastern | 600,573 | 82.2% | 100.0% | 84.7% |
| LNER | 483,906 | 81.9% | 97.9% | 81.2% |
| Merseyrail | 2,736 | 81.4% | 99.5% | 87.1% |
| Govia Thameslink Railway (Southern, Thameslink, Great Northern, Gatwick Express) | 1,054,079 | 80.6% | 99.9% | 80.1% |
| Lumo | 49,694 | 80.6% | 100.0% | 79.3% |
| TransPennine Express | 407,203 | 79.6% | 99.9% | 83.3% |
| West Midlands Trains (West Midlands Railway, London Northwestern Railway) | 448,236 | 78.3% | 98.4% | 82.3% |
| c2c | 20,208 | 75.9% | 99.5% | 81.2% |
| Northern | 534,921 | 75.4% | 99.4% | 73.7% |
| Hull Trains | 32,987 | 74.4% | 100.0% | 84.9% |
| Transport for Wales | 171,430 | 73.2% | 97.5% | 78.0% |
| ScotRail | 62,884 | 64.3% | 97.9% | 45.4% |
| CrossCountry | 468,423 | 64.3% | 99.1% | 67.6% |
| Heathrow Express | 8,799 | 63.4% | 100.0% | 62.8% |
| London Overground | 16,707 | 46.4% | 100.0% | 54.1% |
| Grand Central | 19,992 | 45.2% | 99.0% | 46.6% |
| Elizabeth line | 19,570 | 42.6% | 100.0% | 42.9% |
How to read these figures
- Approved is the number of approved claims reported by the operator, divided here by the claims it closed in the same period.
- Closed within 20 working days is a speed measure. It covers rejections as well as payments.
- Received and closed can differ, since a claim received late in a period may be closed in the next one.
- The current year is provisional: later releases may revise them.
Why operators differ
An operator with frequent short delays and many season ticket holders receives many small claims, some of them for delays that its records put just under a band. An operator with long-distance Advance tickets bought on its own site may pay a large share automatically. The type of scheme matters too: an operator that starts paying at 30 minutes rejects claims for 20-minute delays that a Delay Repay 15 operator would pay. The Delay Repay 15 page lists which is which.
What a 15 to 29 minute delay pays
With a Delay Repay 15 operator
£6
| With a Delay Repay 30 operator | £0 |
| Operators paying from 15 min | 17 |
| Operators paying from 30 min or later | 11 |
Using the figures for your own claim
Statistics cannot predict a single decision, but they tell you what is normal. If your claim has been refused by an operator that approves most claims, the refusal is likely to rest on a fact that can be checked: the train, the arrival time, the ticket. Ask which one, and send what is missing, as the rejected claims page explains. If an operator takes much longer than the industry to answer, the 40 working days after which the Rail Ombudsman can step in run from your complaint, not from your claim.
How this page is kept up to date
A script reads the latest release of Table 4410 published by the Office of Rail and Road each month and updates the figures when a new release appears; the tables and the tool read the same file. The release used here is dated 15 October 2026, and the next one is announced for 14 January 2027.