TransPennine Express has been one of the most disrupted operators in recent years, with cancellation rates that have drawn national attention. Given how frequently their passengers experience delays, you'd expect a frictionless claims process. You'd be disappointed.
How to claim
Account creation is required. The claim form is standard but the overall experience is let down by slow processing times — 15-25 working days is typical, and during periods of heavy disruption (which are frequent), response times can extend further. Passengers report inconsistency in outcomes and occasional need to resubmit claims.
Open TransPennine Express Delay Repay →Tips for TransPennine Express claims
If you commute on TPE and experience regular disruption, consider keeping a running log of delayed services. When submitting claims, be specific about the scheduled vs actual departure time. TPE has faced criticism for rejecting claims where the delay was recorded as just under the 15-minute threshold — if you believe a claim was wrongly rejected, push back with evidence. The Rail Ombudsman has upheld passenger complaints against TPE.
Our verdict
Disappointing. An operator with this level of disruption should have the smoothest claims process in the industry. Instead, it's average at best and actively frustrating at worst.
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.
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DelayRepay monitors your TransPennine Express commute and alerts you the moment a delay is detected — with the compensation amount and everything you need to claim.
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