Compensation Vouchers & Refunds
If your service is delayed or cancelled for any reason within our control, you may be entitled to compensation vouchers, or a refund based on the fare you paid.
We will try to let you know the cause of the problem at the time. We will treat each claim individually.
‘Delay-Repay’ compensation scheme – for local rail services
NIRailways operate the Delay-Repay scheme to compensate our passengers when things go wrong. Any compensation will be based on your journey, no matter what type of ticket you bought. Many train companies in Great Britain also operate Delay-Repay.
Passengers will be entitled to claim rail compensation vouchers for the following.
- If your journey is delayed by 30 to 59 minutes, we will pay compensation vouchers to the value of half the cost of a single ticket or half of either part (the outward or the return part of the journey) of a return ticket.
- If your journey is delayed by 60 to 119 minutes, we will pay compensation vouchers to the value of the full cost of a single ticket or the full cost of either part of a return ticket.
- If your journey is delayed by more than 119 minutes, we will pay compensation vouchers to the value of the cost of a return ticket for your journey, even if you only bought a single ticket.
- The same compensation arrangements will apply to weekly, monthly and annual (yearly) tickets. For these tickets, we will work out compensation based on how much you pay each day for the ticket.
Season ticket discounts
If we do not meet our reliability target or if we fall 3% below the on-time target for your line, we will give you a 10% discount when you buy a monthly ticket. If you have an annual ticket, you can claim up to 10% discount when you renew your ticket. See the terms and conditions for full details. Our results for reliability and being on-time will be displayed on posters in stations and online from the 20th of each month. Any discounts that apply are available for one month from this date.
Making a claim
To make a claim for compensation vouchers, you must fill in and return the Delay-Repay compensation form within 28 days of your delayed journey.
For us to process your claim, you must include the relevant ticket along with your compensation form. If you have a monthly or annual ticket, you must include your original ticket or a photocopy of it.
You can get a compensation form from any main train station, or you can download one from our website at: www.translink.co.uk/compensationform.asp.
We pay compensation in the form of NIRailways vouchers, which can be used to pay for, or towards, rail tickets for local journeys (not cross-border services). We do not pay compensation in cash.
Cross-border services have their own compensation arrangements which you can find in the Enterprise Charter, available at all main rail stations.
If your claim is valid, we will offer you compensation to the value of at least £1.
The Delay-Repay compensation scheme does not apply to passengers who receive free travel.
NIRailways do not operate connecting services. We will not pay compensation to passengers who miss their train because the service they are transferring from is delayed. We will pay compensation if the service they are transferring to or from is delayed by more than 29 minutes.
We will not pay compensation if the delay happens because of any of the following:
- A security alert
- A crime
- Extreme weather conditions
- Any other event we could not reasonably be expected to control
You can see the full terms and conditions at: www.translink.co.uk/delayrepay.asp.
Compensation for Goldline Express coach services
If the service is delayed by more than 30 minutes, we will give you compensation vouchers to the value of half the fare you paid for your single journey. (We do not include delays caused by things we cannot control, such as security alerts, extreme weather conditions and severe traffic delays.)
If your claim is valid, we will offer you compensation vouchers to the value of at least £1.
To apply for compensation, you must fill in a claim form, which you can get from any of our main stations. You should attach your ticket to the filled-in form as proof of your journey. If you have an annual ticket, you should attach your original ticket or a photocopy of your ticket.
We will display posters at stations telling you how and where to make a claim.
Refunds
If the bus or train you planned to catch is cancelled, and you decide not to travel by bus or train, we will give you a full cash refund of the fare you paid if you return your ticket immediately to the place you bought it.
If you decide not to return it right away, but still want to claim a full refund, you can get application forms at all the main bus and train stations.
If you decide, for some other reason, not to use a ticket you have bought, you can apply for a refund at any of our main stations. In these cases, we will normally charge an administration fee of 20% of the value of the refund (you will have to pay at least £1.50 but no more than £5).
You must apply for a refund within 28 days of the end date of your ticket.
To apply for a refund, you will need to return your ticket to us. We may also ask you to send us more evidence to support your claim.
If you did not buy your ticket from us, you should return it to the place you bought it from and they will arrange any refund.
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