What is the Delay Repay Scheme?
Delay Repay is a Government initiative that means you can claim a refund for any journey delayed by a minimum of typically 30 minutes (some Operators will support 15 minutes - please check with your Operator if unsure). The value of the compensation is based on the length of delay and the cost of the ticket.
How do you use my data?
What trains does this application monitor?
- We monitor and provide notifications for all mainline trains that you would normally be able to plan journeys for on the National Rail website. Unfortunately, we are unable to cover the London Underground. Some Operators, however, do not support the Delay Repay Scheme and so it is important to check your Operators policy prior to subscribing to the DRG service.
- There are currently some minor limitations that result in instances where we are unable to monitor trains, for example, we are unable to monitor trains where scheduled engineering work is active and a bus replacement service is provided. This is normally communicated in advance and as such you are given notice to make alternative arrangements and so Delay Repay will not normally apply.
- Unfortunately, Great Western Railway (GWR) have different compensation rules in place for Monthly or longer ticket holders. The compensation is based on their passenger charter. If GWR fail to meet their passenger charter commitments for punctuality or train reliability over the last 12 months they will provide you with a 5% discount on the price of your season ticket renewal. They will provide you with a 10% discount if they do not achieve the passengers charter standards for both reliability and punctuality.
Please check your Operator’s website for further information on their Terms and Conditions.
How often will you email me?
We will send you a daily notification email detailing the trains that experienced delays between your start and end stations. You can also select the 'no email' option and use the ‘Possible Claims’ area of the site to identify the trains that you were delayed on, or impacted by.
How is compensation calculated for season tickets?
Each Operator has their own rules on how compensation is calculated.
However as a guide, it is assumed that you will travel twice each working day (outbound and return journey) and therefore, divide the cost of your ticket by the number of working days then multiply by 2.<>
Weekly Ticket - 10 single journeys
Monthly Ticket - 40 single journeys
Annual Ticket - 464 single journeys
The length of your delay will dictate how much compensation is issued. The longer you are delayed, the more you will potentially receive.
15-29 minute delay - 25% of a single journey
30-59 minute delay - 50% of a single journey
60-119 minute delay - 100% of a single journey
120+ minute delay - 100% of a return journey
These figures are to be used as an estimate only as each Operator will calculate compensation based on a case by case basis.
Do you submit my claims for me?
When subscribed to the DRG plan, we handle the claim submission for you.
By subscribing to this plan, you give DRG the authority to submit claims on your behalf once you have confirmed you were impacted by the train you wish to claim for.
We then use the data that you provide in the ‘Personal Details’ section in your account to submit each claim. We also require a copy of your ticket as we cannot submit your claims without this.
If you travel with Southern or Thameslink Railway, we will require some additional information from you in order for us to submit your claims.
Please visit the Preferences page to enter the additional information we need. This includes how you would like to receive your compensation.
Can I claim for trains that are classed as a planned cancellation or engineering works?
Any pre-advised cancellations/engineering works are not normally claimable and so are not made available to our users.
Planned Cancellations are normally engineering works or bus replacement and are not normally claimable. Because of this, any trains showing with the cancellation reason, are not flagged to our users.
We would therefore advise you to contact the Operator directly to submit a claim based on the journey(s) you experienced.
What should I do if I was delayed?
This depends on the level of subscription you have taken out.
Depending on who Operated the service you were delayed on, you would need to submit your claim to the Operator. We send out daily notification emails which include a link that details the actual information of the train journey in question, i.e. which Operator provided it, the reason for the delay (where provided) and how long it was delayed for on its route etc. The page also includes links to the Operators online Delay Repay form if they have one, their downloadable form to print out and post as well as their customer services number to call if you have any questions.
If you travel on an Operator that supports the Delay Repay Scheme then from either the notification email or the 'Possible Claims’ area you should identify the instance where you were delayed and click 'View Train', following the on screen instructions, making sure you supply the associated ticket to support your journey (spoiled if required) by your Operator.
Do I need to submit my ticket?
This depends on the level of subscription you have taken out.
You would need to take a picture of the ticket you have used on your journey and upload this when submitting your claim on the Operators claim form. If you have a Single, Return or Day Travelcard, you would need to deface the ticket to prevent it from being used again or returned for a refund at the station.
You would need to upload a copy of your ticket(s) to your DRG account. This can be done by visiting the tickets page in your account. We will then use the information you provide to submit your claim.
Once my claim has been submitted, how will I receive my compensation?
Compensation is always sent directly to you by the Operator via your chosen method. You can add or amend your compensation preference details under the preferences page in your account if you subscribe to the DRG plan. Please note that we will select National Rail Vouchers or Cheque (depending on what your Operator offers) as a default. If this is not suitable, please visit the Preferences page in your account to select an alternative method.
Do you take any commission?
We do not take any commission on the amount of the compensation you receive. Thanks to our subscribers, we are able to operate our service with monthly subscription fees only.
What if I receive my compensation by a method I did not choose?
If you receive your compensation in a different method to what you have selected in your preferences page, we would suggest that you contact the Operator directly regarding this as we can only submit using the information you have provided in your DRG account. Please note, that if you do not provide the relevant information for your chosen method, i.e. selected BACS and have not provided your BACS details, we may select an alternative method so that you do not miss out on compensation.
When will I receive my compensation?
Compensation usually takes between 7-20 days to be issued, but we have known some Operators to take longer, due to their backlog of claims. Please do not chase DRG as we have no insight to the backlog Operators may be encountering. Please contact your Operator in the first instance as beyond the submission of your claim, the dialogue is between you and the Operator - DRG will not chase on your behalf.
What methods of compensation are available from the Train Operator?
The Operators do NOT provide cash refunds, but they do offer a number of different methods for compensation including National Rail vouchers, Cheques, BACS, PayPal, Debit/Credit Card and a donation to the Operators chosen Charity. Please check with your Operator for the options they support.
How long are National Rail Vouchers valid for?
They are valid from 12 months from the date of issue, so even if you buy an annual ticket, you can still use them for your next one. Some Operators offer Cashable National Rail Vouchers, these are exchangeable for cash at any station. (The station must be controlled by the same Operator that issued the vouchers to you.)
How long do I have to submit a claim?
You have 28 days from the date of the journey. Any claims that are submitted for delays after this period will be rejected by the Train Operator.
I have not received any communication from the Operator, what should I do?
The first thing to do is to ensure you are receiving the confirmation email that most Train Operators send when they receive a claim submitted by you directly or us. Please note this is not an email from DRG saying we have submitted it, it will come from the Train Operator and normally contain a summary of the details submitted, including a claim reference. The Operators have 20 working days to assess each claim and get back to you with a decision, should this be an acceptance or a rejection. If it has been longer than 20 working days, we would recommend you contact the Operator to chase your compensation.
My journey involves a change, can I use your service?
We typically monitor direct trains between 2 stations, but we understand that some people get connecting trains. To allow for this, you would need to set up an additional route for each leg of your journey. If the number of routes allowed on your account needs to be increased, please contact our Customer Services team on [email protected]
Once registered, how long before you start monitoring my journeys?
Your Free Trial account will be populated with the last 28 days of historical claimable trains shortly after registration. We are unable to provide data any older than this as claims must be submitted within 28 days of the delay. If you are subscribing to one of our paid plans after your Free Trial, the data will only load from the point you subscribe.
Why do I need to validate my email address?
We use email as our primary form of communication and without validating it is a true email address, we are not able to send you the daily notifications emails. We have to confirm that the email address provided has been used by an authorised individual and that the ‘owner’ of that email address intended to use it for the purposes of subscribing to the application.
I have registered, but not received my validation email, what do I do?
It may be that the email is in your spam or junk folder. We use reputable email services to send out our emails, but occasionally it does still happen depending on your settings. To resolve this please ensure that @delayrepaygenie.com is added as a “whitelisted” domain in your email account and then go to the register/login link and enter your login details. You will be given the opportunity to have the validation email resent to your address at this time. If you are still experiencing an issue, please contact our Customer Services Team.
I have just registered and the last 28 days of data has not populated in my account?
If there has been a break between your Free Trial and the start of a paid subscription the data will have stopped when the Free Trial expired and missing data will not auto-populate when you subscribe as the DIY and DRG plans are ‘pay in advance’. Upon subscribing, your account becomes active again and the data starts to flow from that point onwards, but the historical data is out of scope, as it has not been paid for.
How do I change my routes that you monitor?
You can change or amend a route using the ‘Edit’ function in the ‘Routes’ page once you are logged into your account. You can also suspend, edit, add or remove any of your routes.
How do I upload a ticket to my account?
You can upload your ticket here directly into the system, completing the required fields at the same time. Most people take a photo with their phone and upload it when they first purchase their ticket. Please make sure that the image you are uploading is clear, a jpeg, pdf or png format and does not exceed 1MB.
When entering the ticket references of your ticket, please note that the ticket number is the 5 digit number and ticket reference is 12 digits.
For SMART or Oyster cards, please enter the card number shown on your card. Please note that you should not provide the number on your Contactless card if you used this to travel. You will need to provide a copy of your journey statement (this can be downloaded via the TfL website). If you are unsure on how to do this, please contact our Customer Service Team.
How do I request a claim?
DIY users can click on the ‘View Train’ button for the journey you have been impacted by, and use the link provided to submit your claim directly to the Operator. You can use all of the information about the train on this page to submit your claim. You will then be asked if you would like to record your manual claim, so you can keep track of the journeys you have claimed for. This will be the same for Free Trial users.
For DRG subscribers, click on the ‘View Train’ button in the ‘Possible Claims’ area or in the daily email and confirm that you were impacted by that delay or cancelled train. The application will guide you through the simple process.
How do I amend my personal details and change my password?
If you need to amend your password or any of your personal details, such as your home address, email address, mobile number, etc, go to your ‘Personal Details’ in your Dashboard and amend the relevant details.
How do I cancel my account?
To cancel your account, please login to the site and go to 'My Account’, once here, click on the ‘Subscriptions' tab. This page includes a link to cancel your subscription which will mean a trip to PayPal to cancel the payment profile. Your account will cancel with immediate effect.
If you pay for your subscription via standing order please cancel the standing order with your bank which will naturally cancel you DRS account when the next monthly payment is not received.
How can I Refer a Friend?
To refer a friend, please go to the ‘Refer a Friend’ page on your Dashboard and complete the form. You will be emailed a dedicated link which you can share with your friends. If they subscribe to a paid plan, we will refund you with their first months subscription fee.
How do I change the compensation method for my Train Operator?
You will need to log into your DRG account, go to the Preferences page, locate your Train Operator in the list and then choose/amend the compensation method you wish to receive. If you choose BACS, please remember to input the additional information and click on the ‘Update Details’ button.
I do not have a PayPal account, is there a different way I can pay?
For users who do not have a PayPal account, we can provide you with Standing Order details, so you can set up a regular monthly payment. Please contact Customer Services on [email protected] for the Standing Order bank details and instructions.
My PayPal payment has failed, what do I do?
On occasion, PayPal is not able to collect a payment. This is normally due to the card registered to the account having expired or there are insufficient funds in the account. Please ensure you have an appropriate funding source enabled and remove any old or inactive cards.
After a failed payment, PayPal will automatically retry every 5 days, until they suspend the payment profile. We allow a 5 day ‘grace’ period to allow for this. We will also email you if your account is suspended, in which case you should contact PayPal to ask what the issue is and why they are not able to process the payment.
What does my subscription include?
Monitor 1 Route
Submit your own claims
Links to online claim forms
Free for 30 Days
Monitor 3 Routes
Submit your own claims
Links to online claim forms
Monitor up to 20 routes
Click to Claim
Choose how your compensation is paid
How much does your service cost?
Delay Repay Genie is available in 2 plans outside of the initial 1 month Free Trial period. The basic notification service (DIY) is £3.75 per month where you can monitor up to 3 routes, receive our daily notification email and you are responsible for submitting your claims. The managed service (DRG) is £9.99 per month and includes up to 20 routes, our daily notification email and we submit the claims as authorised by you, on your behalf, once you confirm which train you were delay on or impacted by. The DRG level is underpinned by the Price Promise