Delay Repay compensation
Money back if your train is delayed by 15 minutes or more
If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Southeastern service, you can claim Delay Repay compensation. Delay Repay is a national scheme train companies use to compensate passengers for delays or cancellations.
Claims can be made up to 28 days after your journey.
Double Delay Repay following disruption to services on Tuesday 4 February
If you were one of our passengers delayed by 15 minutes or more, by the New Cross incident on 4 February we will be doubling your Delay Repay compensation. This is in recognition of the amount of disruption you faced.
How do we calculate compensation?
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
|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|
For Weekly and longer Season Tickets
As Season Tickets are valid for a period of time, we calculate the journey value as:
|Season Ticket type||Journey rate|
|Length of delay||Ticket type|
|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|
How do I claim delay repay?
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 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:
- Your original daily or weekly ticket
- A journey statement/receipt if you’re an Oyster or contactless user
- Your Season Ticket number and photocard number if you have a monthly or longer Season Ticket
- Or your Key card number
When can you claim for a delayed train?
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.
Am I entitled to Delay Repay if the timetable has changed?
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.
How quickly will I receive my compensation?
This will depend on the payment method you choose:
- Electronic bank transfer - Your payment should be with you the next working day after your claim has been approved. But please allow up to 48 hours.
- PayPal - Your payment should be with you within one hour of your claim being approved. But please allow up to 48 hours.
- eVoucher - Your payment should be with you the next working day after your claim has been approved. But please allow up to 48 hours.
- Cashable vouchers – These will be sent out to you in the post within 14 days of your claim being approved.
- Visa – Your payment should be with you within 3 to 10 working days, all depending on your bank.
- Cheque - This will be sent out to you in the post within 14 days of your claim being approved.
How will your compensation be paid?
Choose from one of 6 ways:
- Electronic bank transfer – Simply provide your sort code and account number. Your payment should be with you the next working day after your claim has been approved. But please allow up to 48 hours.
- PayPal – Simply provide the email address linked to your PayPal account. Your payment should be with you within one hour of your claim being approved. But please allow up to 48 hours.
- eVoucher – redeemable for ticket purchases online through the Southeastern website.
- Cashable vouchers – these can be exchanged for cash at any Southeastern ticket office within 28 days, or they can be used to buy rail tickets with most train operating companies in Great Britain (including season tickets) for up to 12 months of being issued. We can pay out compensation up to £50 in National Rail vouchers. Any amount above this will be paid by cheque. Please note that you’ll need to bring photo ID with you to redeem vouchers for cash.
- Visa – Simply provide your long card number and expiry date.
- Cheque – You can opt to be paid by cheque if you claim by post.
Please note - we can't process Delay Repay payments to American Express or Mastercard.
My online account is showing my Delay Repay claim has been approved, but I haven’t received my payment?
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 cheque will automatically be sent out to you, and this should arrive within 4 weeks.
What is enhanced compensation?
Southeastern’s Enhanced Compensation scheme provides additional compensation for 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.
What is the Passenger Charter?
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
If you still have questions about delay repay you can use the button below to view our Compensation FAQs.