Delay-Repay Compensation Scheme
 

NI Railways now operate the Delay-Repay scheme which represents a fairer way to compensate our passengers across the local network when things go wrong.

Compensation will be given for individual journeys made, regardless of the type of ticket you purchased. Delay-Repay is in line with best practice in Great Britain.

Download Delay-Repay Claim Form >>
See full terms and conditions >>
NI Railways Reliability & on-time results >>

Passengers are entitled to make a claim for rail discount vouchers for the values shown in the terms & conditions...>>

Making a claim

To make a claim for discount vouchers, you must complete and return the Delay-Repay compensation form within 28 days of your delayed journey.

In order to validate your claim, you must include the relevant ticket along with your claim form. Monthly and Annual holders must either include their original ticket or a photocopy of their ticket.

Claim forms are available at all main train stations and can also be downloaded from our website - Download Delay-Repay Claim Form >>

Compensation will be paid in the form of NI Railways vouchers which can be used as payment or part payment for future ticket purchases. No cash payment will be given as compensation.

See full terms and conditions >>

Compensation can be claimed for delays on all local journeys, however Delay-Repay is not applicable to any cross border services. These services have their own compensation arrangements which can be found in the Enterprise Charter, available at all main rail stations.

Delay-Repay does not apply to those passengers who receive free travel.

The Delay-Repay leaflet is available in a range of alternative formats such as large print or braille on request.

Terms and Conditions

1. Passengers will be entitled to receive compensation under the following conditions:

Individual Service Delay Compensation

  • If your journey is delayed between 30 and 59 minutes, we will pay compensation to the value of 50% of the cost of a single ticket or 50% of either portion of a return ticket (meaning either the outward or return leg of the journey).
  • If your journey is delayed between 60 and 119 minutes, we will pay compensation to the value of 100% of the cost of a single ticket or 100% of either portion of a return ticket.
  • If your journey is delayed by more than 119 minutes, we will pay compensation to the full value of the price paid for a return journey. Holders of single tickets will also be compensated with the value of a return ticket for their journey.
  • The same compensation arrangements will apply to weekly, monthly and annual tickets. For these tickets, compensation will be calculated based on the proportional daily cost of the price paid for the ticket.


Compensation for Weekly, Monthly and Annual tickets will be calculated using the following formulas:

Weekly Tickets
For delays between 30 and 59 minutes, passengers will receive compensation to the value of 1/20 of the price paid for their weekly ticket. For delays between 60 and 119 minutes, passengers will receive compensation to the value of 1/10 of the price paid for their weekly ticket. For delays in over 119 minutes, passengers will receive compensation to the value of 1/5 of the price paid for their weekly ticket.

Monthly Tickets
For delays between 30 and 59 minutes, passengers will receive compensation to the value of 1/80 of the price paid for their monthly ticket. For delays between 60 and 119 minutes, passengers will receive compensation to the value of 1/40 of the price paid for their monthly ticket. For delays over 119 minutes, passengers will receive compensation to the value of 1/20 of the price paid for their monthly ticket.

Annual Tickets
For delays between 30 and 59 minutes, passengers will receive compensation to the value of 1/800 of the price paid for their annual ticket. For delays between 60 and 119 minutes, passengers will receive compensation to the value of 1/400 of the price paid for their annual ticket. For delays over 119 minutes, passengers will receive compensation to the value of 1/200 of the price paid for their annual ticket.

2. To make a claim for individual service delay compensation, you must complete and return our Delay-Repay compensation form within 28 days of the journey in question. In order to validate your claim, you must include the relevant ticket along with your claim form. Monthly and Annual Ticket holders must include either their original ticket or a photocopy of their ticket. Please note that we have a monitoring system in place to check customer details, ticket types and other information that passengers provide to validate your claim. Translink will take appropriate action against any fraudulent claims. Claim forms are available at all main rail stations and can also be downloaded at: Download Delay-Repay Claim Form >>

3. Compensation will be paid in the form of NI Railways vouchers which can be used as payment or part-payment for future ticket purchases. Vouchers to the value of £1 and £5 will be available. No cash payments can be given as compensation. If your claim is valid, we will offer you discount of at least £1. We display posters at stations telling you how and where to make a claim.

4. Season Ticket Discounts:

If NI Railways do not achieve the reliability target or fall 3% below the on-time target for your line, we will offer you 10% discount for the following month’s travel when you buy a rail monthly ticket. Season Ticket Discount does not apply to iLink tickets.

This will be given to any passenger purchasing any type of monthly ticket, not just passengers who are renewing their monthly ticket.

We will also give up to 10% discount when you renew your rail Annual Commuter Card. Rail Annual Commuter Cards will be reduced by 1% for each month that they do not achieve the reliability targets or fall 3% below the on-time targets, within the past year, up to a maximum of 10% discount. Reliability and on-time results will be displayed on station posters and online from the 20th of each month. Discounts, when applicable, will be available for one month from this date until the 19th of the following month.

Dates when discounts will apply - if we fall below our targets:

Monthly Ticket Discounts


Month when 26 week rolling average fell below our targets


Period when 10% Discount is available (Dates are inclusive)

Dec-13

20/01/14 - 19/02/14

Jan-14

20/02/14 - 19/03/14

Feb-14

20/03/14 - 19/04/14

Mar-14

20/04/14 - 19/05/14

Apr-14

20/05/14 - 19/06/14

May-14

20/06/14 - 19/07/14

Jun-14

20/07/14 - 19/08/14

Jul-14

20/08/14 - 19/09/14

Aug-14

20/09/14 - 19/10/14

Sep-14

20/10/14 - 19/11/14

Oct-14

20/11/14 - 19/12/14

Nov-14

20/12/14 - 19/01/15

Dec-14

20/01/15 - 19/02/15



Discount Procedure for Annual Commuter Cards

Month when Commuter Card is due to be renewed

Corresponding month when Commuter Renewal Quotes are Issued

Travel Period used for discount calculation.  A 1% discount applies for every month when our targets were not met (up to a maximum of 10%)

Apr-14

Feb-14

Jan-13 to Dec-13

May-14

Mar-14

Feb-13 to Jan-14

Jun-14

Apr-14

Mar-13 to Feb-14

Jul-14

May-14

Apr-13 to Mar-14

Aug-14

Jun-14

May-13 to Apr-14

Sep-14

Jul-14

Jun-13 to May-14

Oct-14

Aug-14

Jul-13 to Jun-14

Nov-14

Sep-14

Aug-13 to Jul-14

Dec-14

Oct-14

Sep-13 to Aug-14

Jan-15

Nov-14

Oct-13 to Sep-14

Feb-15

Dec-14

Nov-13 to Oct-14

Mar-15

Jan-14

Dec-13 to Nov-14

Apr-15

Feb-14

Jan-14 to Dec-14



Note that Annual Commuter Card renewal quotes are sent out approx 8 weeks in advance of the card renewal date.

5. The following line classifications will be used when calculating any Delay-Repay season ticket discount when applicable:

  • Portadown line - Newry to Adelaide
  • Bangor line - Bangor to Titanic Quarter
  • Larne line - Larne Harbour to Yorkgate
  • L’Derry line - L’Derry to Mossley West (includes Coleraine)
  • Portrush line - Portrush to University (excludes Coleraine)


The on-time and reliability targets for this zone will be based on the average weighted performance of the Bangor, Larne and Portadown lines. (On-Time Target 95% - Threshold 92%, Reliability Target 99.2% - Threshold 99.2%)

6. The Delay-Repay scheme is not applicable to cross border rail service. These services have separate compensation arrangements which are detailed in the Enterprise Charter, available at main rail stations and from the Translink website.

7. Delay-Repay does not apply to those passengers who receive free Concessionary travel.

8. NI Railways do not operate connecting services. Compensation will therefore not be paid to passengers delayed because they are transferring from another service. Compensation will be paid if either service is delayed by more than 29 minutes.

9. Compensation will not be given if the delay in question occurs as a result of any of the following reasons:

  • Security Alerts
  • Crime
  • Very extreme weather conditions
  • Actions of a third party, outside the control of NI Railways.
 
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