Delayed 30 minutes on National Express East Coast? Get your refund here! - HotUKDeals
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If you are delayed when travelling with us we will apologise and make things up to you.

Our Delay Repay compensation scheme applies to all ticket types (including Season Ticket holders*) and irrespective of what caused the delay. The scheme applies to all tickets, from daily tickets through to annual season ticket holders and the value of compensation will be calculated on an equitable basis for all.

* Customers delayed on National Express East Coast services between 30 and 59 minutes will receive compensation of at least 50% of the cost of a single ticket or at least 50% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).

* Customers delayed on National Express East Coast services between 60 and 119 minutes will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).

* Customers delayed on National Express East Coast services for 120 minutes or longer will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of a return ticket (i.e. both ways, not just one way).

http://www.nationalexpresseastcoast.com/About-us/Passengers-Charter1/Delay-Repay/
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All Comments

(20) Jump to unreadPost a comment
Comments/page:
#1
but don't expect anything to happen quickly.
I was delayed over 3 hours in June and I got refund vouchers in September.

Simon F
#2
I was delayed back in April, still have the tickets and claim form.....doesn't seem to mention a time limit on claims?!
#3
Claims must be made within 28 days. Not sure why this has been deemed a hot deal???
I thought the Delay Repay was common knowledge to anyone travelling with National Express.
#4
meh, could have done with this in June!

PS, here's the claim form: http://www.nationalexpresseastcoast.com/Documents/PDFs/Delay%20Repay.pdf
#5
is this just for the train service? or can you make claims if you are delayed using their coach service aswell??
thanks
#6
I have been done over and stitched up by the b'stards formerly known as 'one' when it comes to delay repay. They take SOOOO long to send anything to you, you forget to claim all the time. However, in a burst of pique recently I let the poor customer relations women on the phone have an earful. She told me that I could email any delays to: [email protected]">[email protected] and not only would I get an automated response to prove I had submitted the claim, but it was just as good as filling out the form. I'm yet to find out if this is true, but I would love to see their email system getting clogged with hundreds of angry commuters sending their claims in this way instead.

Also, don't use an automated delay claim website such as delay-repay or train-delays, national express don't recognise or acknowledge them, despite what it says on the webpage.
#7
I was delayed an hour in August, complained straight away and recieved a full refund in 2 weeks. The downside was the refund is in vouchers so you can use their dodgy service again. Wish they would refund the same way you paid.
Think they should also have a name rethink, National Express is not a good name for a service that is usually delayed. Suggestions on a postcard to ...........
#8
Hi all - I use open tickets and therefore jump on the next train and based on this I have 2 questions

1) If arrive and the train I plan to get on leaves late can I claim?
2) If I am on a train that is late I assume I need to ask a member of train staff to endorse my ticket in some way?

Thanks in advance
#9
I was delayed by 3 hours at Doncaster in June - managed to get my full £95 fare back within 2 weeks. Very impressed. Vouchers are split into £25 denominations, and are valid for 12 months.
#10
a1andrewmarchant
Hi all - I use open tickets and therefore jump on the next train and based on this I have 2 questions

1) If arrive and the train I plan to get on leaves late can I claim?
2) If I am on a train that is late I assume I need to ask a member of train staff to endorse my ticket in some way?

Thanks in advance


1) Only if you get to your destination 30 mins or more late. If the train driver puts his foot down and catches up then you won't get anything.

2) No, your ticket doesn't need to be endorsed. You just need to enclose it with your claim form.

Will
#11
So this could be open to naughtyness if you know of a train that was late and have an open ticket claim you are on it? I dont want to do it just want to make sure that I do get the money back from the robbing ...... if I can

Thanks
#12
What about connecting trains? If an NXEC service arrives at Peterborough 15 minutes late and so I miss the (hourly) CrossCountry connection to Cambridge, eventually arriving in Cambridge an hour later than planned, would I be eligible?
1 Like #13
Stick Man
What about connecting trains? If an NXEC service arrives at Peterborough 15 minutes late and so I miss the (hourly) CrossCountry connection to Cambridge, eventually arriving in Cambridge an hour later than planned, would I be eligible?


Sorry, but no. It applies only to the NXEC train.
#14
a1andrewmarchant
So this could be open to naughtyness if you know of a train that was late and have an open ticket claim you are on it? I dont want to do it just want to make sure that I do get the money back from the robbing ...... if I can

Thanks


...thats dubious & dishonest - probably they have means to prevent such claims anyway.:whistling:
#15
Ive found them to be surprisingly on time, im usually like half hour early for my bus/train but i do feel sorry for those who get there on the dot and the bus/train is about to leave.
#16
Got bad news written all over this, who would want to take a journey with a coach driver who's late, stressed and needs to make up time because if he/she doesn't the customer get a refund and he/she gets a roasting for the depot manager. Ive worked with them, and another national bus company, they are all the same...... Money whether its making or saving!
#17
Dusty
Got bad news written all over this, who would want to take a journey with a coach driver who's late, stressed and needs to make up time because if he/she doesn't the customer get a refund and he/she gets a roasting for the depot manager. Ive worked with them, and another national bus company, they are all the same...... Money whether its making or saving!


True......except that this thread is about a train operator.:whistling:
#18
clunkymug
I have been done over and stitched up by the b'stards formerly known as 'one' when it comes to delay repay. They take SOOOO long to send anything to you, you forget to claim all the time. However, in a burst of pique recently I let the poor customer relations women on the phone have an earful. She told me that I could email any delays to: [email protected]">[email protected] and not only would I get an automated response to prove I had submitted the claim, but it was just as good as filling out the form. I'm yet to find out if this is true, but I would love to see their email system getting clogged with hundreds of angry commuters sending their claims in this way instead.

Also, don't use an automated delay claim website such as delay-repay or train-delays, national express don't recognise or acknowledge them, despite what it says on the webpage.


That email address is for National Express East Anglia NOT East Coast - They do have Delay Repay too but for their service and so won't deal with East Coast claims, the email address for National Express East Coast is [email protected]">[email protected]
#19
Hi all, i was delayed at Liverpool street station on the Gatwick Express for just over 45 minutes which made me miss my flight. At first National Express only sent me a train voucher for 14 pounds and after yelling at someone in Customer Services they also sent me a Cheque for 80 pounds.
#20
Newbold
True......except that this thread is about a train operator.:whistling:


LOL...... Oops............ :w00t:

:? :whistling:

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