Samaritans 3

Northern customers can now donate Delay Repay refunds to Samaritans

Northern customers can now donate their refunds from delayed trains to a Samaritans. 

Passengers have the option to divert their refund to the charity rather than receive the payment themselves.  

Currently, customers claim though Delay Repay quickly and easily if their train happens to be late or cancelled and, as a result, they get to their destination station more than 15 minutes later than scheduled.  

Mark Powles, Commercial and Customer Director at Northern, said: “One of our key goals is to make a positive impact in the north of England and we hope that by continuing our support for Samaritans through this scheme we can reach out to those who may be struggling. 

“The charity has trained many of our frontline staff to spot someone who might be vulnerable, giving them the confidence to simply start a conversation which could help save a life.”  

Despite the reduced numbers of people who have been able to travel due to Covid, since the scheme began in December, over 170 passengers have chosen to support the charity with a total of £958 has been donated to Samaritans.  

Northern aims to provide the best possible service for passengers but unfortunately, delays do occur from time to time, and are often due to circumstances beyond the rail operator’s control.  

If customers can donate their Delay Repay compensation to Samaritans, even the small amounts from this scheme can help the charity to keep delivering their around the clock service to anyone who many need it. 

The option to donate a repayment can be selected from a drop-down menu at the bottom of the Delay Repay form which can be found of Northern’s website. 

Olivia Cayley, Samaritan’s head of rail programme, said: “We are so grateful to Northern for their continued support. We know this past year has really tested the mental health and wellbeing of the nation and every donation goes towards helping our amazing volunteers be there for anyone who needs support. Samaritans has worked in partnership with the rail industry for over 10 years, to remind the public that suicide is preventable and talking really can save lives – whether that’s with a friend, a colleague or Samaritans’ volunteers who are always there to listen without judgement, for free on 116 123 or at” 

Any customer who wants to make a claim under our Delay Repay initiative should retain any travel tickets and complete the delay repay form which is available here.  

Contact Information

Lauren Clarke

Media Relations Executive


Notes to editors

Notes to Editors 

The Delay Repay donation scheme has been introduced as part of Northern’s wider programme of transformation across the rail network.    

The campaign – A Better Way to Go – highlights the work being done by the train operator to improve every step of the customer journey and can be seen in stations, on trains and online, covering enhancements such as:    

  • New fleet made up of 101 trains    
  • 240 fully refurbished trains   
  • Industry leading mobility scooter policy to improve accessibility  
  • Roll-out of more bodycam units for station staff    
  • Improved CCTV onboard trains and in stations    
  • Car park refurbishments    
  • Platform extensions    

As part of the campaign, Northern has launched an online tool allowing people to find out what improvements have been made at their local station. The tool can be found via the train operator’s website

About Samaritans 

  • Anyone can contact Samaritans FREE any time from any phone on 116 123, even a mobile without credit. This number won’t show up on your phone bill. Or you can email or visit  
  • Every day, Samaritans volunteers respond to around 10,000 calls for help.   
  • Samaritans is a charity and it’s the public’s kind donations and more than 20,000 volunteers that mean we are always there for anyone struggling to cope. Find out how you can support us or volunteer with us