CrossCountry operates long-distance services connecting cities across the UK without going through London. Their routes are inherently complex, crossing multiple infrastructure zones, which means delays are common. Their claims process is adequate but not as smooth as it could be.
How to claim
Account creation required on their portal. The claim form asks for detailed journey information including intermediate stops if relevant. Because CrossCountry services cover long distances with multiple calling points, you may need to specify where the delay affected your journey. Standard information required: dates, stations, times, ticket proof. Processing takes 15-20 working days.
Open CrossCountry Delay Repay →Tips for CrossCountry claims
If your CrossCountry train was delayed and you missed a connection to another operator's service, you can still claim from CrossCountry for the total delay to your final destination. Make sure to note the originally scheduled arrival at your final stop, not just the intermediate change point. CrossCountry's routes mean delays often compound — a 10-minute delay at Birmingham can become a 30-minute delay by the time you've missed your connection.
Our verdict
Middle of the road. The portal works, the processing is reasonably timely, but the account requirement and form complexity add unnecessary friction. Acceptable but not commendable.
What you'll need
Whichever operator you're claiming from, have these ready: the date of your journey, your departure and arrival stations, the scheduled departure time of your train, what happened (how many minutes late, or if it was cancelled), your ticket type and what you paid, and proof of purchase — a photo of your ticket or your booking confirmation email.
For a complete overview of how Delay Repay works across all operators, read our UK Commuter's Guide to Delay Repay.
Never miss a claim on CrossCountry
DelayRepay monitors your CrossCountry commute and alerts you the moment a delay is detected — with the compensation amount and everything you need to claim.
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