If your journey with Southeastern is delayed by 30 minutes or more, you can claim compensation under our 'Delay Repay' scheme irrespective of what caused the delay.
If you wish to claim compensation then you must do so within 28 days of your delay. To do this you need to make sure you have proof of travel. This could be your original ticket, a ticket receipt, a copy of your season ticket and photocard number, or, if you are a registered Oyster pay as you go user, a journey receipt.
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.
To submit your claim simply complete a Delay Repay claim form.
Written applications should be posted to:
Southeastern Delay Repay
1 High Street
T: 0845 000 2222
We will respond to your claim within ten working days.
N.B. If you have multiple vouchers you may exchange them for a single voucher to the full value of those you hold. Please return all of the valid vouchers to our customer services team at the address above and we will issue a single voucher to you. It may take a few working days to process your request.
Levels of compensation
If your journey is delayed by between 30 and 59 minutes, we'll compensate you to the value of 50% of the fare for the portion of your journey affected by the delay.
If your journey is delayed by between 60 and 119 minutes, we'll compensate you to the value of 100% of the fare for the portion of your journey affected by the delay.
If your Journey is delayed by 120 minutes or more we will compensate you to the value of 100% of the return journey.
For weekly and longer season ticket holders
Season ticket compensation is based on the basis of an annual season ticket covering the cost of 546 journeys.
It’s calculated on the basis of one return journey being made every Monday to Friday (520 journeys) and one return journey being made one weekend in four (26 journeys).
An annual season ticket is total of 546 journeys:
- A six monthly season ticket is a total of 273 journeys (546 ÷ 2)
- A quarterly season ticket is a total of 136.5 journeys (546 ÷ 4)
- A monthly season ticket is a total of 45.5 journeys (546 ÷ 12)
- A weekly season ticket is a total of 10.5 journeys (546 ÷ 52)
Your compensation will be calculated on the proportional daily cost of your ticket. More information on how this is calculated can be found in our Passenger Charter.
Please note our previous Passenger Charter compensation scheme is no longer valid.