Delay-Repay Scheme

NI Railways operates a 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. 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.

Are You Entitled?
Passengers will be entitled to receive compensation under the following conditions:
  • 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.
Results

Period 7

End date 25/10/2020 - applicable up to 19th November

  Punctuality Reliability
Line Period 26 Weeks Period 26 Weeks
Larne  99% 99.1% 99.9% 99.8%
Bangor  99.1% 99.4% 100% 99.9%
Portadown 98% 99% 100% 99.9%
Derry~L'derry 99% 99.3% 100% 99.9%
Portrush 99.5% 99.7% 100% 99.9%

Period 6

End date 27/09/2020 - applicable up to 19th October

  Punctuality Reliability
Line Period 26 Weeks Period 26 Weeks
Larne  98.5% 99.2% 99.8% 99.8%
Bangor  99.5% 99.6% 99.9% 99.8%
Portadown 98.4% 99.3% 99.8% 99.9%
Derry~L'derry 99.2% 99.4% 99.9% 99.8%
Portrush 99.1% 99.7% 99.8% 99.9%

Period 5

End date 23/08/2020 - applicable up to 19th September

  Punctuality Reliability
Line Period 26 Weeks Period 26 Weeks
Larne  99.7% 99.3% 99.9% 99.9%
Bangor  99.4% 99.5% 99.7% 99.9%
Portadown 99.4% 99.3% 99.8% 99.9%
Derry~L'derry 100% 99.4% 100% 99.9%
Portrush 100% 99.9% 100% 99.9%

 

Making A Claim

To make a claim for discount vouchers, you must complete and return a Delay-Repay Compensation Form within 28 days of your delayed journey. Claim forms can be downloaded or are also available at all main train stations.

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. 

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.

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