Claiming delay repay compensation

Delay Repay Scheme - Information for you

National Express aims to provide the most punctual service possible, but occasionally when severe delays occur we will apologise and provide appropriate compensation.

If your journey with National Express is delayed by 30 minutes or more you may claim for compensation against our Delay Repay compensation scheme. We will pay compensation to a value of at least 50% of the cost of the ticket held for that portion of the journey. In the case of 7 day tickets and season tickets the compensation will be calculated against the proportional daily cost of the price of the ticket. If your journey is delayed by 60 minutes or more you we will double this amount.

Compensation will be paid in National Rail vouchers, which can be used as payment of (or part payment towards) any National Rail ticket including season tickets. Season Direct ticket holders will receive compensation through their Season Direct account.

To enable us to process your claim simply complete the form attached and post it to us, no stamp is required. We aim to respond within fifteen days.

No other correspondence can be entered into using this claim form. However if you have any other comments on our service you can do so on a separate 'comments and compliments please!' form or write to us at:

National Express Customer Services Centre
Grosvenor House
112 - 114 Prince of Wales Road
Norwich NR1 1NS

Full details of our commitment to our customers are set out in our Passenger's Charter which can be obtained from our staffed ticket offices, by request to our Customer Relations Office (0845 600 7245).

Completion of this form does not guarantee compensation, or create any new legal relationship with you as a result of what we say we will do, nor does it affect your legal rights.

You should ensure that care is taken when completing the Claim Form. National Express has an established monitoring system for checking customer details, ticket types and other information that customers provide in order to validate a claim.

These rights are set out in the National Conditions of Carriage. Please note that the application for compensation should reach us within 28 days of the date of the incident. Once again please accept our apologies for any delay to your journey.

Post to:

FREEPOST RLSY-GLUC-KHCK
Passenger's Charter Claims
National Express Customer Services Centre
Grosvenor House
112-114 Prince of Wales Road
NORWICH
NR1 1NS

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