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The amount of compensation paid is based on the cost of your ticket and the length of your delay.
The table below shows the amount of compensation available for each ticket type:
Length of delay |
Ticket Type | |
---|---|---|
Single | Return | |
15 to 29 minutes | 25% of ticket price | 12.5% of ticket price |
30 - 59 minutes | 50% of ticket price | 25% of ticket price |
1 hour - 1 hour 59 minutes | 100% of ticket price | 50% of ticket price |
2 hours or more | 100% of ticket price | 100% of ticket price |
As Season Tickets are valid for a period of time, we’ll compensate you up to a maximum of the return journey rate for a Season Ticket. We calculate the journey value as:
Season Ticket type | Journey rate |
---|---|
Annual |
Price/464 |
Quarterly | Price/120 |
Monthly | Price/40 |
Flexi | Price/16 |
Weekly | Price/10 |
Length of delay | Ticket type |
---|---|
Season | |
15 to 29 minutes | 25% of journey rate |
30 - 59 minutes | 50% of journey rate |
1 hour - 1 hour 59 minutes | 100% of journey rate |
2 hours or more | Return journey rate |
If you’re claiming Delay Repay compensation online, it’s really easy. Once you’ve registered, our system will remember your information, so if you do claim again, it’s much quicker.
If you requested your compensation to be paid back to your bank account, this should be with you the day after your claim has been approved. But please allow up to 48 hours.
If you requested your compensation via PayPal this should be with you within one hour of your claim being approved. But please allow up to 48 hours.
You can also make a claim by post – just download a Delay Repay claim PDF form.
You have up to 28 days of your delay to make a claim.
For us to process your claim, you’ll need to provide your journey details and either:
If you travelled using your Oyster or Contactless card, have you registered your Oyster or Contactless card with TfL? If not, please do so
We need to see your Oyster or Contactless journey statement to show the date and time of your journey, the stations you have travelled from/to, and the price paid for the journey.
An Oyster/Contactless journey statement looks like:
When your train is delayed by 15 minutes or more. A delayed train is usually when your train service is running behind the planned, advertised timetable. If we’ve needed to introduce an emergency timetable, we’ll base your compensation on that.
If we introduce a temporary timetable (due to, for example, poor weather) our Delay Repay guarantee will be based on that temporary timetable.
For engineering work, online journey planners are updated twelve weeks in advance, and you should make sure that you check your journey around that time. Delay Repay will apply to the engineering work timetable.
If you feel your claim has been incorrectly assessed, the quickest and easiest way to get in touch with us is to reply to the communication you received.
Alternatively you can use our Contact Us form, or call us on 0345 322 7021. Please include, or quote, your Delay Repay claim reference number when contacting us about this.
Delay Repay is always available for passengers with a valid ticket who are delayed by at least 15 minutes when travelling on our services.
If you activated a pass on your Flexi Season ticket, and were then disrupted, you can claim through our Delay Repay form.
If you activated a pass but then weren't able to travel because of disruption, please also make a claim through Delay Repay.
However, if you didn't activate a pass, but then weren't able to travel because of disruption, no compensation is due, as a no ticket would have been valid for the journey. Please make sure to activate a pass on your Flexi Season ticket if you intend to travel.
During disruption we do encourage passengers to check the latest travel information as alternative travel options are likely to have been arranged during severe disruption. This could be rail replacement buses, ticket acceptance on services like the London Underground, DLR and on local buses.
However, if you needed to complete your journey via a taxi, we can consider taxi claims under exceptional circumstances and will be considered on their own merit. In order to further consider a taxi claim, we need to see proof of a taxi receipt. Taxi claims can be submitted via the Contact Us webform.
This will depend on the payment method you choose:
Choose from one of 6 ways:
Please note: we can't process Delay Repay payments to American Express or Mastercard.
When we process compensation via faster payments (using sort code and account details) or PayPal, we’ll use the details you have submitted when making your claim. If your faster payments or PayPal payment is rejected, we’ll be notified by the bank or PayPal, but this notification can take up to 28 days. When this happens, a National Rail Travel Voucher will automatically be sent out to you, and this should arrive within 4 weeks.
Southeastern’s Enhanced Compensation scheme provides additional compensation for sTicket, paper and Key card Season ticket holders when a significant proportion of their journeys in a business period have been delayed longer than 30 minutes.
This compensation is in addition to the compensation all passengers are entitled to under the Delay Repay Scheme. Check our Frequently Asked Questions for more information.
Our Passenger Charter sets out what you should expect when you travel with us, how you can claim compensation if you are delayed and how you can contact us.
Download our Passenger Charter PDF