Not all train operators are equal when it comes to claiming your compensation. Some make it simple — one email, money back in days. Others bury you in forms, force you to create accounts, and take weeks to respond.
We've ranked every major UK train operator on how easy they make the Delay Repay claims process. This isn't about punctuality (that's a separate conversation). This is about what happens after the delay — when you're trying to get your money back.
The Rankings
The gold standard. Send an email to their customer relations team with your journey details and ticket proof. No account needed, no multi-step form. They process quickly and pay reliably. If every operator worked like LNER, Delay Repay wouldn't need an app.
Full LNER guide →Clean, simple online form that doesn't require account creation. Fast processing and straightforward communication throughout. One of the better experiences in the industry.
Reasonable online form, no account needed. The form is a bit longer than necessary but not painful. Response times are middling — not fast, not terrible. Refunds are reliable once approved.
Full GWR guide →Simple form, decent processing time. A smaller operator that handles claims without unnecessary friction. Nothing flashy, but nothing frustrating either.
Straightforward form-based process. Processing can be a little slow during busy periods but the form itself is clear and doesn't create unnecessary barriers.
Full EMR guide →Requires account creation before you can submit a claim, which adds friction. The form itself is adequate once you're in. Response times are on the slower side and can stretch during disruption periods. Given their punctuality record, you'd hope claiming would be easier.
Full Avanti guide →Account-based portal system. The multi-step form asks for more information than feels necessary. Processing is slow. For a cross-country operator where delays are common due to the complexity of their routes, you'd expect a smoother process.
Full CrossCountry guide →Account required, lengthy form, slow responses. For an operator with one of the worst punctuality records in the country, the claims process should be far easier than this. Many passengers report having to chase for responses.
Full TPE guide →Account-based system with a form that's more complex than it needs to be. Processing times vary considerably. The operator covers a huge network of commuter routes in the North, and many of those commuters report frustration with the claims experience.
Full Northern guide →Requires registration on their portal. The form is functional but not frictionless. Response times are reasonable by industry standards. The 15-minute threshold applies to most services.
Full ScotRail guide →Govia Thameslink Railway operates three brands through one claims portal, which should be simpler but isn't. Account creation is mandatory, the form is multi-step, and response times are among the longest in the industry. Given that these services carry some of the busiest commuter routes in the South East, the friction is particularly frustrating.
Full GTR guide →Account-based portal with a clunky multi-step process. Response times are slow and passengers report inconsistent outcomes for similar claims. Covers a large commuter network in Kent and South East London where delays are frequent.
Full Southeastern guide →One of the more frustrating claims experiences. Mandatory account creation, a multi-page form with specific image upload requirements, and some of the longest response times in the industry. For an operator serving the busy London Waterloo network, this is poor.
Full SWR guide →Portal-based system requiring registration. A smaller operator but the claims process doesn't reflect that — it's as cumbersome as the larger operators. Processing times are slow for the size of the network.
How we score
Each operator is assessed on five factors: claim method (email is easier than forms, forms are easier than portals), account requirement (no account needed is better), form complexity (fewer steps and fields is better), response time (faster is better), and approval reliability (consistent, fair outcomes are better).
Grades range from A (excellent) to F (unacceptable). These ratings reflect the claims experience, not service punctuality — an operator can run a terrible service but handle compensation well, or vice versa.
Last updated: February 2026. We review and update this table quarterly.
We handle the hard part
DelayRepay detects your delays automatically and prepares your claim — pre-filled emails for email-based operators, copied details for form-based ones. You just hit send.
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