Delay Repay

What is Delay Repay?

Delay Repay is a national scheme that makes it easier to claim compensation when your journey is delayed.

You can claim Delay Repay if your journey with Caledonian Sleeper has been delayed by 30 minutes or more. Depending on the length of your delay, you may be entitled to compensation equivalent to all or part of your ticket cost.

Delays are calculated against the planned timetable, which is published in advance and is available on our website. The length of a delay is based on the time your train arrives at your destination compared to its scheduled arrival time, not the delay when you first set off.

All Delay Repay claims must be submitted within 28 days of the affected journey.

Will I be compensated automatically?

If you booked a ticket to travel on a Caledonian Sleeper service through our website or Guest Service Centre then you’re covered by our Automatic Delay Repay scheme.

You’re eligible for Automated Delay Repay if:

• You booked a ticket directly from sleeper.scot or via our Guest Service Centre.
• You travelled on a journey that was delayed.

What happens next?

If you’re delayed by 30 minutes or more we’ll process a claim for you automatically within 24 hours of your journey. We’ll then drop you an email asking you to confirm the details of your journey. Once you’ve confirmed your journey we’ll process your payment.

You have up to 28 days to click the link you have been sent to claim Delay Repay. If it is over the 28 days then you will not be eligible to claim Delay Repay

Third party bookings

If you booked through a third party, please complete the Delay Repay form on our website by selecting Delay Repay in the Enquiry Subject. If you cannot do this online, please download a printable version. Our team will assess how much compensation you may be due, and contact you via email to process the compensation back to a debit or credit card excluding American Express.

Please help us to protect your data by NOT sharing any bank account or other payment details when completing the form.

Please submit a copy of your travel ticket as proof of travel and in some circumstances we will ask you to send us a copy of the original.

Claims must be received within 28 days of the date of travel and we aim to process your claim in 10 working days. If it is over the 28 days then you will not be eligible to claim Delay Repay

If your claim was rejected

If we do decline your delay repay, we will explain why when we respond. If you would like to appeal the decision then you can appeal to the Rail Ombudsman and full detail how to do this can be found on our Contact Us Page