A new Delay Repay function on the website of East Midlands Railway (EMR) has been activated to allow its customers to claim refunds for delays easier and quicker.

Passengers journeys that are delayed 15 minutes or more are entitled to apply for a refund.

Customers can set up their own account so their personal details are pre-filled, saving time by not having to re-enter the same data each time. If you are a season ticket holder, claiming is even easier as your journey details can be saved, so you don’t have to input your ticket details each time.

The system allows passengers to save their preferred compensation method, whether it be BACS, credit/debit card, Amazon vouchers or PayPal or donating to the Samaritans. All claims must be sent in to East Midlands Railway (EMR)  within 28 days of their delayed journey. All claims are saved in Delay Repay for easy reference.

Examples of the journeys that can be claimed through the new function:

Sarah travels from Nottingham to London and holds a season ticket. She has been delayed by 15 minutes and can claim compensation. By setting up a Delay Repay Account with EMR she can claim easily as all her season ticket details are saved, including her preference on how compensation should be paid. Rather than fill in all details for each claim made, she simply needs to update details of the delayed journey. She can also view the status of other claims, as they are all kept in one place.

Tony travels from Nottingham to Worksop to visit friends with an advanced ticket. He has been delayed by 20 minutes and can claim compensation. By setting up a Delay Repay Account with EMR he can claim easily. He needs to fill in his account and all his preferences, including how he wants to be compensated. The details will be saved for the next time he travels and needs to claim compensation.

For further details of the new Deay Repay function can be found on East Midland Railway’s website.

Neil Grabham, Customer Services Director for East Midlands Railway, said: “When our services are delayed, we want to make sure our customers can be refunded in an easy and convenient way – as quickly as possible.

“This new account function will enable just that, helping customers to process their details in a few clicks and cut out unnecessary admin.”

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