Hull Trains Refunds & Delay Repay

Delay repay compensation is calculated based on how late you arrived at your destination, not when you departed. Compensation is in line with our Passengers' Charter.
 

Delay at destination	Single ticket	Return ticket	Season ticket
Under 30 minutes	No compensation due	No compensation due	No compensation due
30-59 minutes	50% of single ticket	25% of return ticket	See seasons ticket table
60 minutes or more	100% of single ticket	50% of return ticket	See seasons ticket table
Train cancelled - did not travel	Full refund	Full refund	Full refund

Example: Your Hull to London single ticket cost £45 and your train arrived 40 minutes late. Your compensation: 50% of £45 = £22.50 

You can also choose to donate your compensation to our charity partner, PAUL For Brain Recovery, instead of claiming it back. Select the charity option when completing the online form.

If you have a Season Ticket valid for travel on our trains, please include a copy of the ticket with your application. Season Ticket holders should claim for delay repay in respect to each individual journey on which they are delayed and include details of the specific train on which you were travelling. 

Use the table below to calculate the amount of Delay Repay Compensation you're entitled to. Season ticket compensation is calculated per journey. Divide the cost of your season ticket by the number shown for your ticket type and delay length.
 

Season Ticket Type	30 to 59 Minutes	Above 60 Minutes
Weekly	20	10
Monthly	80	40
Quarterly	240	120
Annual	928	464

Example: Your annual season ticket cost £3,840 and your train was 45 minutes late. Your compensation: £3,840 ÷ 928 = £4.14.

If your Hull Trains service is cancelled, you may be entitled to either a refund or Delay Repay compensation, depending on whether you travelled.

If you decide not to travel and your ticket is completely unused, you can apply for a refund from your point of purchase.

If you travel and arrive late as a result of the disruption, you may be eligible to claim Delay Repay compensation.

If your Hull Trains journey was delayed by 30 minutes or more and you reached your destination later than scheduled, you can claim compensation through our online Delay Repay portal. Claims should be submitted within 28 days of your travel date. Creating an account also allows you to track the progress of your claims. Make sure you claim with the correct train operator of the service you travelled on and experienced a delay.

You can also submit a compensation claim by post. To download a compensation claim form, click here. You can post this to us at the below address.

FREEPOST Hull Trains Delay Repay

Important: this is a Freepost address so you must address the envelope exactly as indicated. Do not add any additional addresses. No stamp is required.

Yes, you can claim Delay Repay from Hull Trains even if you bought your ticket through a third-party retailer such as Trainline. Delay Repay claims should be submitted to the train operator responsible for the delayed or cancelled service, not the retailer that sold the ticket.

Yes you can. Although Advance tickets are normally non-refundable, you can apply for a refund if you choose not to travel because your Hull Trains service was cancelled or significantly delayed. Your ticket must be unused, and refund requests should be submitted within 28 days of the travel date.

You can claim Delay Repay if your Hull Trains journey is delayed by 30 minutes or more compared with the scheduled arrival time. The amount of compensation you receive depends on the length of the delay and the type of ticket you purchased.

Under 30 minutes = no compensation due
30-59 minutes = 50% of a single ticket, or 25% of a return ticket
60 minutes or more = 100% of a single ticket, or 50% of a return ticket

When the claim is approved, compensation should be with you within the following 10-15 working days.

It’s your right to receive your compensation in the same way as you paid for your ticket, providing you submit your claim within 28 days of the date of travel. The full range of repayment options available through the online form are:

• Electronic bank transfer (BACS)
• Credit/debit card
• Cheque
• National Rail Voucher
• Hull Trains e-vouchers
• Charity contribution to PAUL For Brain Recovery

If a delay to your Hull Trains service causes you to arrive at your final destination later than planned, you may be eligible for Delay Repay compensation based on the overall delay to your journey. Include details of the affected journey and any missed connections when submitting your claim.

There are a number of reasons as to why a claim may be unsuccessful. The most common reasons are below.

• The delay was less than 30 minutes
• The same claim was submitted twice for the same journey
• Incorrect journey details were provided
• The claim was submitted outside of 28 days of travel
• The ticket has already been claimed against
• The journey was taken with a different train operator and your claim was referred to the operator responsible for the delay to respond to

If you wish to appeal against an unsuccessful claim, please email details of your appeal to us at customerservices.hull@hulltrains.co.uk

In accordance with your legal rights as a consumer you may be eligible to a different level of compensation where Hull Trains is at fault and nothing set here is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Services Team at customerservices.hull@hulltrains.co.uk.

As part of the new Delay Repay Code of Conduct, we have a commitment to publish quarterly Delay Repay processing and payment details to our website.

	Volume of Delay Repay compensation claims received	% of claims approved	Total value of compensation paid	Average processing time (days)
Period 5 20/07/25- 16/08/25	4,592	77%	£170,664	3
Period 6 17/08/25- 13/09/25	1,324	73%	£77,480	3
Period 7 14/09/25 - 11/10/25	1,380	85%	£64,729	2