What happens if my Secret Fare train is delayed?

If your Secret Fare train is delayed, you may be eligible for compensation through the rail operator’s Delay Repay scheme.

Seatfrog does not process Delay Repay claims.

How Delay Repay works

Delay Repay is managed by each train operator.

Compensation eligibility depends on:

• The length of the delay

• The operator’s Delay Repay policy

Some operators compensate from 15 minutes, others from 30 minutes or more.

If your train was cancelled

If your Secret Fare train was cancelled (not delayed), different rules apply.

See: What should I do if my Secret Fare train is cancelled?

How to submit a claim

You must submit your Delay Repay claim directly to the train operator you travelled with.

You will usually need:

• Your Secret Fare ticket

• Confirmation of your journey

• Details of the delay

Submit your claim via the operator’s website:

• TransPennine Express

• East Midlands Railway

• South Western Railway

• Greater Anglia

• Great Western Railway

Important

• Seatfrog cannot assess or approve Delay Repay claims.

• Compensation decisions are made by the rail operator.

• Secret Fare tickets remain non-refundable unless the train is cancelled.

• Delay Repay applies to delays, not changes of plan.

If you need a copy of your ticket confirmation, contact Seatfrog Support.