Refunds & Delay Repay

Simply visit our Delay Repay portal and complete your claim within 28 days of travel. You can also log in or register on our Delay Repay portal so you can keep track of any previous claims. Make sure you claim with the correct train operator of the service you travelled on and experienced a delay.

You can also submit a compensation claim by post. To download a compensation claim form, click here. You can post this to us at the below address.

FREEPOST Hull Trains Delay Repay

Important: this is a Freepost address so you must address the envelope exactly as indicated. Do not add any additional addresses. No stamp is required.

• Delays under 30 minutes - no compensation is due.
• Delays of 30 to 59 minutes - we will pay 50% of the cost of your single ticket or 25% of your return ticket.
• Delays of one hour or more - we will pay the full cost of your single ticket or 50% of the cost of your return ticket.

Compensation is in line with our Passengers' Charter. More information about this can be found here.

When the claim is approved, compensation should be with you within the following 10-15 working days.

It’s your right to receive your compensation in the same way as you paid for your ticket, providing you submit your claim within 28 days of the date of travel. The full range of repayment options available through the online form are:

• Electronic bank transfer (BACS)
• Credit/debit card
• Cheque
• National Rail Voucher
• Hull Trains e-vouchers
• Charity contribution to Action for Children

There are a number of reasons as to why a claim may be unsuccessful. The most common reasons are below.

• The delay was less than 30 minutes
• The same claim was submitted twice for the same journey
• Incorrect journey details were provided
• The claim was submitted outside of 28 days of travel
• The ticket has already been claimed against
• The journey was taken with a different train operator and your claim was referred to the operator responsible for the delay to respond to

If you wish to appeal against an unsuccessful claim, please email details of your appeal to us at customerservices.hull@hulltrains.co.uk

In accordance with your legal rights as a consumer you may be eligible to a different level of compensation where Hull Trains is at fault and nothing set here is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Services Team at customerservices.hull@hulltrains.co.uk.

If you have a Season Ticket valid for travel on our trains, please include a copy of the ticket with your application. Season Ticket holders should claim for delay repay in respect to each individual journey on which they are delayed and include details of the specific train on which you were travelling. 

Use the table below to calculate the amount of Delay Repay Compensation you're entitled to. Divide the cost of your Season Ticket type over the number underneath delay times.

Season Ticket Type	30 to 59 Minutes	Above 60 Minutes
Weekly	20	10
Monthly	80	40
Quarterly	240	120
Annual	928	464

As part of the new Delay Repay Code of Conduct, we have a commitment to publish quarterly Delay Repay processing and payment details to our website.

	Volume of Delay Repay compensation claims received	% of claims approved	Total value of compensation paid	Average processing time (days)
Period 10 10/12/23 - 06/01/24	3,603	77.3%	£119,567	3
Period 11 07/01/24 - 03/02/24	1,354	106.1%	£58,436	3
Period 12 04/02/24 - 02/03/24	1,263	81.3%	£29,544	2
Period 13 03/03/24 - 31/03/24	1,530	69.9%	£41,774	2