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Delay repay compensation

Delay repay is the national scheme that most train companies use to compensate you for delays and cancellations. You can claim if you're delayed by more than 30 minutes when you travel with us (except when delays are caused by planned engineering work).

How to claim

Apply online or by post within 28 days of your delay.

What you'll need

Proof of travel - this could be your original ticket, a ticket receipt, a copy of your season ticket and photocard, or a journey receipt if you use Oyster pay as you go.

What are you entitled to?

Compensation will be paid in National Rail Vouchers which can be used as payment (or part payment) towards any National Rail ticket, including season tickets.

Season ticket holders (weekly or longer)

Compensation is calculated pro-rata on the basis that:

  • an annual season ticket covers 546 single journeys
  • a six-monthly season ticket covers 273 single journeys
  • a quarterly season ticket covers 136.5 single journeys
  • a monthly season ticket covers 45.5 single journeys
  • a weekly season ticket covers 10.5 single journeys

If you're delayed by:

  • 30-59 minutes you're entitled to 50% of the cost of a single journey
  • 60-119 minutes you're entitled to 100% of the cost of a single journey
  • 120+ minutes you're entitled to the cost of two single journeys

For example:

Tonbridge to London terminals season tickets

  Compensation
Duration Cost Pro-rata
journeys
30-59 mins 60-119 mins 120+ mins
12 months £3,060.00 546 £2.80 £5.60 £11.21
6 months £1,762.50 273 £3.23 £6.46 £12.90
3 months £881.30 136.5 £3.23 £6.46 £12.90
1 month £293.80 45.5 £3.23 £6.46 £12.90
7 days £76.50 10.5 £3.64 £7.29 £14.57

Day ticket holders

If you're delayed by:

  • 30-59 minutes you're entitled to 50% of the value of the portion of your journey affected by the delay
  • 60-119 minutes you're entitled to 100% of the value of the portion of your journey affected by the delay
  • 120+ minutes you're entitled to 100% of the cost of the return journey.

Apply by post

You can apply online or by post. To apply by post, please download a claim form (696kb - pdf).

Once you have completed the form, please send it to us at:

Freepost RSRT-TZEY-LXKR
Southeastern Delay Repay
1 High Street
Tonbridge
TN9 1SG

Telephone: 0845 000 2222 or 01732 378 751

We will respond to your claim within ten working days.