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Improvements to Delay Repay compensation

Delay Repay is a national scheme train companies use to compensate passengers for delays. We’re improving the compensation you’ll receive if you’re delayed when you travel with us. 

These changes will mean you’ll receive money back if you’re delayed by 15 minutes or more, to compensate you for the inconvenience. Currently compensation applies for delays over 30 minutes. These changes will be made by Autumn 2019. 

Read the full Press Release

 

Quicker and easier to claim Delay Repay

We’re also making the process of claiming compensation quicker and easier. We’re upgrading our online Delay Repay form, to cut the amount of information you need to provide, meaning you will be able to submit your claim in half the time. 

Our website will use information on your Southeastern account to help fill in the form more quickly – including tickets you have purchased, previous Delay Repay claims and your contact details. 

 

How do you claim compensation?

Visit southeasternrailway.co.uk/compensation to complete the online form, or fill in one of the paper forms available at Southeastern stations. 

When will Delay Repay 15 start?

We aim to launch Delay Repay 15 in Autumn 2019 – we’ll announce more specific dates as soon as we’re able to. 

In the meantime we’ve made improvements to our website that will cut the number of steps needed to complete the online form, by using information on previous claims and regular journeys.

Why can’t you bring it in earlier?

We need time to make the required ‘back office’ changes – but we’re working hard to launch Delay Repay 15 as soon as possible. 

How much will Delay Repay 15 pay out?

 

Ticket Type  15 - 29 minutes  30-59 minutes  60-119 minutes  120+ minutes 
 Single (inc Oyster PAYG) 25% of the cost of the ticket 50% of the cost of the ticket 100% of the cost of the ticket 100% of the cost of the ticket
 Return (not inc Season tickets) 12.5% of the cost of the ticket 25% of the cost of the ticket 50% of the cost of the ticket 100% of the cost of the ticket
 Annual Season Ticket ticket cost ÷ 1856 ticket cost ÷ 928 ticket cost ÷ 464 ticket cost ÷ 232
 Six Monthly Season Ticket ticket cost ÷ 960 ticket cost ÷ 480 ticket cost ÷ 240 ticket cost ÷ 120
 Quarterly Season Ticket  ticket cost ÷ 480 ticket cost ÷ 240 ticket cost ÷ 120 ticket cost ÷ 60
 Monthly Season Ticket ticket cost ÷ 160 ticket cost ÷ 80 ticket cost ÷ 40 ticket cost ÷ 20
 Weekly Season Ticket ticket cost ÷ 40 ticket cost ÷ 20 ticket cost ÷ 10 ticket cost ÷ 5

How are you making it easier to claim Delay Repay?

We’ve improved the claim process to make it more straightforward and so there’s fewer steps for you to go through to make a claim – it’s much faster and simpler. 
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