Delay Repay Compensation
National Express aims to provide the most punctual service possible, but occasionally delays happen.
Our Delay Repay scheme aims to help regular rail passengers claim delay compensation which is rightly theirs.
If your journey is delayed by 30 minutes or more you may claim compensation against our Delay Repay 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. If your journey is delayed by 60 minutes or more we will double this amount.
In the case of 7 day tickets (weekly) and season tickets (monthly and annual), the compensation will be calculated against the proportional daily cost of the price of the ticket.
Compensation will be paid in National Rail vouchers, which can be used as payment (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, complete the attached compensation claim form and post it to us.
Download the compensation form
We regret that no other correspondence can be entered into when using this claim form.
PLEASE USE CAPS LOCK WHEN FILLING IN THE FORM.
FREEPOST RSCZ-UXZJ-EHHE
National Express East Anglia
Customer Relations
Station Approach
NORWICH
NR1 1EG
- 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.
- These rights are set out in the National Rail Conditions of Carriage.
- Please take care when completing the Claim Form. National Express has an established monitoring system for checking customer details, ticket types and other information provided in order to validate a claim.
- Please note that your application form should reach us within 28 days of the date of the incident.
We aim to respond within 15 days.
If you have any other comments on our service you may contact us by email or write to us at:
National Express Customer Services Centre
Station Approach
Norwich
NR1 1EG
Full details of our commitment to our customers are set out in our Passenger's Charter.