Chiltern Railways launch new Delay Repay compensation scheme

Credit: Chiltern Railways

A new Delay Repay scheme has been brought into effect on the Chiltern Railways website, making it easier and quicker for customers to claim refunds if their journey has been delayed. Chiltern Railways are one of the leading providers of passenger transport in Europe, delivering 2 billion passenger journeys a year across 14 European countries. This new scheme will allow customers to make claims for compensation whenever their journey is delayed by more than 15 minutes, regardless of the reason or delay.

Prior to the introduction of Delay Repay 15 in May 2022, customers could only make a claim when they were delayed for more than 30 minutes when disruption was within our control or delayed for more than 60 minutes for all types of disruption. As part of the Delay Repay 15 scheme, Chiltern have also launched a new, automated system which will calculate and process refund claims. This will reduce overall processing times significantly and will also allow customers to create an account to save copies of their Season Ticket, personal details, and preferred payment methods.

“As well as being committed to delivering a safe, punctual, efficient service, we want to ensure that quick and convenient refunds are issued to our customers in the event of service disruption,” Eleni Jordan, Commercial and Customer Strategy Director for Chiltern Railways, said. “If our customers have been delayed on their journey, we do not want any further delay to the compensation they are owed. We are proud to introduce the Delay Repay 15 scheme alongside our new, automated refund system which allows customers to process their claim in just a few clicks.”