Transport for Wales Delay Repay: claim from 15 minutes late
Transport for Wales (TfW / Trafnidiaeth Cymru) runs almost every rail service in Wales plus cross-border routes into Manchester, Birmingham, Chester and Shrewsbury. TfW operates a Delay Repay 15 scheme, so if your train arrives 15 minutes or more late you are owed compensation — whatever caused the delay. This guide covers the payout tiers, the 28-day claim window, and exactly how to submit a claim.
Transport for Wales Delay Repay tiers
| Delay | Compensation | Example (£40 single) |
|---|---|---|
| 15–29 minutes | 25% of single fare | £10.00 refund |
| 30–59 minutes | 50% of single fare | £20.00 refund |
| 60–119 minutes | 100% of single fare | £40.00 refund |
| 120+ minutes | 100% of return fare | Up to full return value |
Long rural routes — the Cambrian line to Aberystwyth and Pwllheli, the Heart of Wales line, and the North Wales coast to Holyhead — are single-track for long stretches, so one late train often cascades past the 60-minute tier. Season tickets are refunded pro-rata using the daily value of the pass.
Which TfW routes are covered?
Delay Repay 15 applies across the whole Transport for Wales network, including:
- South Wales Metro, Valley Lines and Core Valley Lines around Cardiff
- Cardiff Central – Swansea – West Wales (Carmarthen, Pembroke Dock, Milford Haven)
- The Marches line: Cardiff / Swansea – Hereford – Shrewsbury – Manchester
- North Wales coast: Chester – Rhyl – Llandudno Junction – Bangor – Holyhead
- Cambrian line: Shrewsbury – Machynlleth – Aberystwyth / Pwllheli
- Heart of Wales line: Shrewsbury – Llandrindod – Llanelli
- Cross-border services into Birmingham International, Crewe and Manchester Piccadilly
Rail replacement buses arranged by TfW count as part of the journey — if the bus leg makes you 15 minutes or more late, the claim is still valid.
Which tickets are eligible?
- Advance singles and returns bought through TfW or any retailer
- Off-Peak, Super Off-Peak and Anytime fares
- Weekly, monthly and annual season tickets (pro-rata per delayed journey)
- TfW Flexi and multiflex tickets, calculated per day of travel
- Split-ticketed itineraries where the TfW leg was the delayed one
- Cross-border tickets where TfW operated the delayed service
Free or complimentary travel passes and staff passes are not eligible for Delay Repay.
Step-by-step: claim TfW Delay Repay online
- Confirm your TfW service arrived 15 minutes or more after the scheduled arrival time. National Rail Enquiries or the TfW app confirms actual arrival.
- Open the official portal: tfw.wales/help-and-contact/delay-repay.
- Sign in with your TfW account, or start the claim as a guest.
- Enter the date of travel, the scheduled departure, the actual arrival, and the origin and destination stations.
- Upload proof of travel — a photo of your paper ticket, your e-ticket PDF, or the booking confirmation email.
- Choose your payment method: bank transfer, original payment card, or rail vouchers.
- Submit within 28 days of the delayed journey. TfW normally processes claims within 20 working days.
What counts as a Transport for Wales delay?
TfW pays Delay Repay regardless of the cause. That includes signalling and track faults on Network Rail infrastructure, fleet and rolling-stock failures, flooding and storm damage (common on the Conwy Valley and Cambrian Coast lines), staff shortages, industrial action, and knock-on delays from other operators sharing the route. The only test is whether you arrived 15 minutes or more after your scheduled time.
If your booked service is cancelled, the delay is measured against the arrival time of the train you were booked on — not the one you eventually caught. Keep the original ticket and any alternative booking reference.
Let Transport for Claims track your TfW delays
Transport for Claims monitors live running data across the Transport for Wales network and flags delays on the routes you actually travel. When a journey crosses the 15-minute threshold you get a reminder to claim before the 28-day window closes — so a refund is never left on the table.
Check my TfW delaysFrequently asked questions
What is the Transport for Wales Delay Repay threshold?
TfW uses Delay Repay 15 — 25% of the single fare for 15–29 minutes, 50% for 30–59 minutes, 100% of the single fare at 60 minutes, and 100% of the return fare at 120 minutes or more.
How long do I have to claim?
Claims must be submitted within 28 days of the delayed journey. Later claims are normally rejected.
Are Valley Lines and Metro journeys covered?
Yes. Valley Lines, Core Valley Lines and South Wales Metro services are TfW-operated and covered by Delay Repay 15, including short Cardiff-area commuter hops.
Can I claim for a cancelled TfW train?
Yes. If your service is cancelled and the replacement — train or rail replacement bus — gets you in 15 minutes or more late, the claim is valid.