432501-03.pdf
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30/11/2015
12:43
If your London Midland journey is delayed by 30 minutes or more, we think you ought to be
compensated, whether it’s our fault or not.
‘Delay Repay' is a scheme to help you claim compensation simply and quickly; just complete
this form and we'll send you the appropriate compensation in National Rail travel vouchers
which can be used as payment for (or part payment) towards any National Rail ticket, including
season tickets. Delay Repay compensation issued for journeys after 19 July 2015 will be
subject to the new National Rail Conditions of Carriage. This means that London Midland issued
National Rail travel vouchers can be exchanged for cash at any London Midland manned ticket
office. If your compensation is over £30 and you won't be able to use National Rail travel
vouchers, you can request a cheque. If you prefer to purchase your tickets online and have an
account with London Midland you can request for compensation to be added directly to your
London Midland account.
Delays of 30-59 minutes:
50% of single ticket price
25% of return ticket price
Delays of 60-119 minutes:
100% of single ticket price
50% of return ticket price
Delays of 120 minutes or more:
100% of single ticket price
100% of return ticket price
If you are a season ticket holder (including nNetwork and nTrain season tickets within the
West Midlands area), you are entitled to the same scale of compensation, based on the
proportional daily cost of your ticket. For more details, please pick up a copy of the London
Midland Passenger’s Charter leaflet from any of our manned stations or view it online at
www.londonmidland.com.
The total compensation you can claim is capped:
• For single/return ticket holders the compensation available is capped at 100% of
the price of the ticket(s) purchased for that journey.
• For season ticket holders, compensation is calculated on a proportional basis
(as per our Passenger’s Charter), and is capped at 200% of this proportion of the
face value of the ticket per day, which will usually equate to two journeys per day.
You can only claim for either a journey you caught that was delayed or the first train you
intended to catch that was cancelled. In simple terms, this means:
• If the 7.30am was delayed by thirty minutes but you arrived at the station to catch
the 8.15am train that was on time, you couldn’t get the delayed 7.30am train and
claim for the 30 minute delay.
Please fill in the details overleaf in BLOCK CAPITALS and return your form in the freepost
envelope provided. If you wish to send it recorded delivery please send to:
Customer Relations
London Midland
PO BOX 4323
Birmingham
B2 4JB
Call our customer relations team on 0344 811 0133 (calls are charged at local rate from a
BT landline; charges from other operators and mobile phones vary).
Claims need to be submitted within 28 days of the delay. Please include your original ticket, a ticket
receipt or copy of your season ticket to prevent any unnecessary delay in processing your claim.
1. Personal details
Initials
Title
Surname
Address
Town
County
Postcode
Telephone number
Email address
2. Ticket details
Non Season ticket holders
Single
Return
Season ticket holders
7 day
1 month
12 month
Start date of season ticket
(dd/mm/yy)
Expiry date of season ticket
(dd/mm/yy)
Photocard
number
Other
/
/
/
/
Season ticket holders Please attach a copy of your season
ticket here
Smartcard
number
Ticket price
£
Non Season ticket holders Please attach your original ticket here, multiple
tickets can be attached to the back of the form.
Please avoid using staples.
.
3. Journey details
Date of travel (dd/mm/yy)
/
/
From
To
Scheduled departure time (24 hrs)
.
Scheduled arrival time (24 hrs)
Length of delay
30-59 mins
60-119 mins
4. Reason for claim
Train cancelled
Train delayed
Ticket(s) unused
Other
120+ mins
First class declassified
If you would like to be kept up to date with useful information from London Midland, please tick here
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No preference
London Midland will not pass your details to another organisation for marketing purposes at any time.
.