RAIL travellers on the Wales and Borders network can claim for delays of just 15 minutes following the introduction of the Delay Repay system in late 2018.

The scheme guarantees customers will be compensated if they reach their final destination 15 minutes later than expected, regardless of the reason.

Customers can claim 25% of the cost of the single fare or 25% of the cost of the relevant leg of a return ticket for delays of between 15 and 29 minutes and can claim the refund via bank transfer, Paypal and charity donation to the Railway Children, a charity fighting for street children.

Head of customer experience for Transport for Wales, Barry Lloyd, stated, ‘ We are committed to delivering a punctual service that our customers can be proud of. A 15 minute delay is a big deal to our customers so this will be a huge benefit to them and shows our recognition of that.

‘By offering customers compensation for delays of 15 minutes, we are setting ourselves a challenging goal in terms of our performance as we aim to be the best train operator in Britain.’

Claims will be processed within 48 hours of receipt via a system providing online access to customers’ individual claim history that will allow customers to know what is happening with their claim and when it is complete. Customers must retain their tickets in order to claim.