Delay Repay · Transport for Wales · checked 25 September 2026
Delay Repay with Transport for Wales
Transport for Wales pays Delay Repay when a TfW train gets you to your destination 15 minutes late or more. TfW must receive your claim within 28 days of finishing the journey, and Advance tickets bought from TfW are claimed for you.
At a glance
- Pays from: 15 minutes late at your destination, on a TfW train.
- Claim within: 28 days of finishing your journey. TfW must receive the claim by then.
- Where: tfw.wales, Delay Repay, online, or by post to Freepost TFW RAIL CUSTOMER RELATIONS.
- Automatic: Advance tickets bought on TfW's website or app.
How much
| Late by | Single | Return |
|---|---|---|
| 15 to 29 minutes | 25% | 12.5% |
| 30 to 59 minutes | 50% | 25% |
| 60 to 119 minutes | 100% | 50% |
| 2 hours or more | 100% | 100% |
Both columns are a share of the ticket price, and TfW never pays more than the ticket cost.
Season tickets
Season and Multiflex holders claim each delayed journey separately, up to two a day. One journey is the price divided by 10 for a weekly, 40 for a monthly and 464 for an annual. Seasons bought from TfW can also claim for days you could not travel because of strikes: choose Strike Action on the form.
How to claim
Online is fastest. An account saves your ticket, payment and personal details. Paper forms come from TfW's site or staffed stations. Claim here only for delays on TfW trains. For another company's train, claim on its site.
What the form asks for
- The date, the time of the delayed train, and where you started and finished.
- A scan or photo of your tickets, or a screenshot of the booking confirmation email. App tickets on paper claims: the booking reference and ticket number.
- How you want to be paid.
How you are paid
Bank transfer, PayPal (online only), National Rail travel vouchers valid 12 months, or a donation to charity. PayPal takes up to 48 hours; bank transfers arrive within 10 working days.
Automatic Delay Repay
Advance tickets for a TfW train, bought on TfW's website or app, need no claim. TfW creates one within 24 hours, you confirm the journey by email, and payment takes up to five working days.
Cancelled trains and missed connections
If your train was cancelled, tell TfW the train you actually took. A missed connection counts: a train only 10 minutes late that leaves you waiting an hour for the next is a claim for the hour. TfW handles only delays it caused first and passes others on. If you did not travel, ask for a refund instead.
A planned rail replacement bus is measured on the bus's own timetable. An emergency bus is measured against the train it replaced.
Worth knowing
- You need a valid ticket for the whole journey.
- Travelling as a group, each person should claim, but the form lets you say you are claiming for several.
- Appeals are made from Check My Claim Status, within a month of the decision.
Platted keeps the record for you
Platted keeps every journey you take with it for 13 months, with what a claim form asks for: the date, the stations, the booked and actual times, how late, why, and the operator. Each one copies with a tap. When a train arrives late enough to claim, Platted tells you once, then once more a week before the window shuts.
You claim on the operator's own site. Platted does not claim for you, sends the operator nothing and takes nothing from what you are paid.
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Every other operator is on the Delay Repay page.
Checked against the Delay Repay page on tfw.wales and TfW's Passenger's Charter on 25 September 2026. If TfW changes its rules, its own page is right and this one is out of date: tell us at [email protected].