London Commuters Owed £56m In Unclaimed Refunds

Laura Reynolds
By Laura Reynolds Last edited 34 months ago
London Commuters Owed £56m In Unclaimed Refunds

Delays at London Bridge in January. Photo: Andy Thornley

When your train is delayed, do you claim the compensation you're entitled to?

Not enough of us do, according to GLA Conservative spokesman Richard Tracey, who says that 85% of deserved refunds remain unclaimed by London commuters.

With around 25,872,000 delayed journeys across all London train operators each year, it's estimated that commuters are collectively left £56m out of pocket annually.

The stations where trains were mostly commonly delayed last month were Liverpool Street, Victoria, and London Bridge (surprise, surprise).

Information about how to claim delay repay compensation should be available on train operator websites — although unsurprisingly, you have to do quite a bit of digging on some of these sites to find it.

So we've given you a hand. Click on your train operator to find out about their delay repay schemes, including terms and conditions and time limits: Southern, Southeastern, Thameslink and Great Northern, Virgin, Grand Central, London Midland, TfL (that's tube, DLR, London Overground, TfL Rail), East Midlands, Abellio Greater Anglia, First Great Western, Heathrow Express, Heathrow Connect, South West Trains, C2C.

Last Updated 17 June 2015

unslugged

I find this site (http://delay-repay.com/) very useful for checking the 'official' delay on my train, and claiming accordingly. There's a small annual fee but it's worth it in ensuring the rotten swine don't diddle me out of any refunds...

Andy Carter

The problem is (or at least with TfL anyway) the refund process/procedure is such a pain in the neck it likely puts people off. I expect TfL and other companies don't mind this either...

MattFromLondonist

I'm forever getting refunds on Oyster PAYG. I get about one email a week saying 'due to an operational error, your Oyster was overcharged', and then automatically get credited anything from £4 to £16. I have no idea why, or where these operational errors are happening. Am I lucky, mad, dreaming, in a coma, or the beneficiary of some kind of bug in the system?

Tabish Khan

Another hindrance is the way compensation is doled out. I got delayed coming into St Pancras on an East Midlands train and received my compensation in the form of a 'Rail Travel Voucher'. As it can't be used in part nor online, I'm pretty sure I'll never be able to claim in full the £57 I'm owed.

Greg Tingey

TfL [ i.e. the utterly useless "new" non-service that Chingford & Enfield commuters are now putting up with ... ]
Your link is either broken or non-existent.
Please fix it?