We are very sorry if you have experienced a delay in your journey. We understand how frustrating this can be. Our Delay Repay initiative will help to compensate you fairly.

We aim to provide the best service possible. Sadly delays do occur from time to time and we understand the inconvenience this causes. We want to take every opportunity to extend our apologies and compensate you fairly.

Our Customer Promise provides for compensation to customers who are delayed by 30 minutes or longer on their journey, whether it’s is our fault or not.

For more details on the specifics of our Delay Repay initiative please click here

If you have been affected by travel disruption, we are really interested as an industry in hearing your views on the quality of information you received in these circumstances. Please provide any feedback you may have through this survey.