Compensation and Refunds

Claiming compensation for a delayed journey

If your journey with us is delayed between 30 and 59 minutes, you may claim compensation under our ‘Delay Repay’ scheme irrespective of what caused the delay. We will pay you compensation to the value of at least 50% of the cost of a single ticket, or 50% of the cost of either the outward or return portion of a return ticket. In the case of season tickets, the compensation will be calculated using the proportional daily cost of the price of the ticket.

If your journey is delayed by 60 minutes or more, we will double the amount you receive.

Compensation will normally be paid in National Rail Travel Vouchers, which can be used as payment for (or part payment towards) any future rail journey or seat reservation. Season Direct customers will be compensated through their Season Direct account.

To make a claim, ‘Delay Repay’ forms are available from all staffed stations, and ticket offices. During major disruption we will make these claim forms widely available where possible. You can also print a ‘Delay Repay’ form from our website (click here). 

If your claim relates to a season ticket valid for one month or more and purchased from National Express East Anglia, we will have a record of your purchase and you will not need to provide proof of purchase. If your claim relates to a season ticket  NOT purchased from National Express East Anglia, you will need to provide a photocopy of your season ticket.

If your claim relates to any other ticket you must enclose the ticket with the claim form. If for any reason you cannot produce the ticket you can write to our Customer Relations Team explaining the circumstances. In all cases you must make your claim within 28 days of the date of the delay in order for us to process the claim.

We do not normally accept claims for a refund if trains are delayed or cancelled and you were advised of the delay before you purchased your ticket. However, we always treat each claim on its merit and will never automatically rule out compensation.

Refunds

If the train you planned to catch is delayed or is cancelled, and as a result you decide not to travel, a full refund will be issued at any National Express East Anglia ticket office (or any other National Rail ticket office), provided you return the ticket as soon as you reasonably can, but no more than 28 days later. We do not charge an administration fee in these circumstances.

Even if the train service is running normally and you decide not to travel, you can apply for a refund. Refunds are available on most tickets purchased but not used. Tickets can be returned within 28 days to any National Express East Anglia ticket office (or any other National Rail ticket office), except for tickets purchased from travel agents which must be returned to the travel agent. We may charge an administration fee, currently £10, for refunds.

Please note that certain discounted tickets are sold on a “no change, no refund” basis – if this is the case, we will make it clear that refunds are not available when we sell you those tickets. If you have a season ticket that is no longer required, please return it immediately to the ticket office where you bought it (or to our Customer Contact Centre). The amount refunded is based on the difference between the cost of the season ticket you originally purchased and the cost of a season ticket for the period up to the date you surrendered the ticket to us.

Season tickets offer significant savings for the regular daily traveller and you will find that if there is only a small proportion of the validity remaining, you will receive only a small refund or perhaps nothing at all. For example, an annual season ticket gives you 52 weeks’ travel for the price of 40 weeks – it therefore has no refund value after 40 weeks validity.

Please remember that if you hold a season ticket and are unable to travel for more than 4 weeks due to illness, you may apply for a discretionary partial refund of the unused portion. This will be granted at our discretion and we may ask you for supporting documentation, such as a medical certificate.