Delay Repay

Your compensation is based on the ticket type, cost of the ticket, and the length of your delay.

Oyster and Contactless Pay As You Go are treated as Single tickets for the journey taken and the amount charged against the tap-in/tap-out times.

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.

The table below shows the compensation amounts available for each ticket type:

If you’re claiming Delay Repay online, it’s really easy. You can do so by using our online Delay Repay form.

You can claim as a guest or register so your details are remembered for any future claims, which will speed things up for you.

You can also claim by post. Delay Repay forms can be found at our stations, or download a Delay Repay claim PDF form to print out and fill in. It’s self-addressed and freepost.

You have 28 days from the date of the delayed journey to make a claim.

Our online Delay Repay form and paper PDF form will both guide you through the process step by step, however the list below shows what information you will need to provide in order for us to process your claim:

For all ticket types:

• Date of travel
• Time of scheduled departure
• Origin station
• Any interchange stations
• Destination station

For paper ticket, Key, eTicket or sTickets, we'll also need at least one of:

• A copy of your Daily or Weekly Season ticket
• A copy of your Monthly, Period or Annual Season ticket or a photocard ID number
• Your Key card number
• Your eTicket or sTicket reference, found under the QR code
• Your Southeastern online booking reference
• If you bought your ticket from another retailer, please ensure you provide a copy of the ticket or eTicket reference. We cannot use order references from third parties.

For Oyster/Contactless we'll also need at least one of:

• A copy of your journey statement
• A copy of your Monthly or Annual Season ticket record
• (Both of these can be provided by Transport for London. We cannot accept Contactless card payment statements which don’t show the time of travel or journey paid for).

The way you make a claim for journeys that involve a split ticket is slightly different to other tickets.

You don't need to submit multiple claims for the same journey – as these will be treated as duplicates and declined.

When completing our Delay Repay form, please follow the usual steps except for:

Enter in the full journey details – your origin and destination stations. We don't need to know any stations in between.

Enter your ticket number as : 00000

When selecting the delay reason, choose 'Other' and enter into the details box 'split ticket used'

The form will only allow you to attached one picture. Therefore, when attaching your tickets, you will need to attach all tickets together as a single photo.

You can make a claim using our online Delay Repay form.

No. In order to ensure the validity of a claim, we need to see the actual ticket that was used.

Each ticket has a unique number which is read by our Delay Repay system to verify that the ticket hasn't already been claimed against or been refunded. Therefore, we need a copy of the ticket, which isn't included on receipts or confirmation emails.

You can claim for compensation if you've travelled on Southeastern, and were delayed by at least 15 minutes or more getting to your destination.

A delayed train is usually when your train service is running behind the planned and advertised timetable. If we have had to change the timetable, such as for poor weather or planned engineering and improvement work, Delay Repay will be based on the amended timetable that we advertise.

Exceptions to this are:

If you travelled with multiple train operators across several legs, and were delayed by at least 15 minutes at your final destination, you need to claim through the train operator that caused the first delay to the whole journey. In some cases, there may be multiple delays on different legs of your journey, but Delay Repay is still processed by the train operator that caused the first delay. If you submit a claim with Southeastern for a journey that was delayed by another train operator, we'll pass the claim to them and will let you know.

For any planned changes to timetables, Delay Repay will be based on the new timetable that we advised. Our online journey planners are updated twelve weeks in advance, and we always advise that passengers check their journeys ahead of time, particularly if travelling late at night or at weekends/public holidays.

No – you'll need to make a separate claim for each person as we can’t process more than one claim for the same journey under a single name. These will be treated as duplicates and declined.

If you have already made you claim and it was declined for this reason, please follow the instruction on the email you received.

For each separate claim; you'll need to use that person's own name, contact information, and payment details. The only exception to this is for family members, where it’s fine to share contact and payment details - however each family member’s name must still be different on each claim.

We ask that you only activate a Flexi Season ticket pass if you know you will be travelling. If you choose not to travel after activating a Flexi Season ticket pass because of disruption and delays on the network, please contact Customer Services to have the pass added back to your ticket.

If you activated a pass but there's no disruption that would cause an abandoned journey, then I'm afraid we can't reapply it.

If you activated a pass and abandoned a journey, but then travelled later, we can't reapply it. In these cases, please apply for Delay Repay for the earlier journey.

If you abandoned your journey, the next steps will vary based on what you decided to do afterwards.

You will need to claim for Delay Repay if:

If you abandoned your journey by train but completed it by other methods, then please claim Delay Repay.

You will need to claim for a Refund if:

If you abandoned your journey and returned to your origin station or didn't travel at all (unless you have a Season ticket), then please claim a refund.

Season ticket holders are not eligible for abandoned journey refunds, but can still claim Delay Repay if you completed the journey by other methods.

If you needed to complete your journey via a taxi, we can consider taxi claims under exceptional circumstances. However, 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 – therefore, all taxi claims are reviewed on a case by case basis, and will be considered on their own merit.

In order to consider a taxi claim, we need to see proof of a rail ticket and taxi receipt. Additional evidence may also to required depending on the circumstances of the taxi claim. Taxi claims can be submitted via the contact us webform.

This will depend on the payment method you choose:

• 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.
• Charity donation – You can choose for your compensation to be paid as a charity donation to either Railway Children, Dame Kelly Holmes Trust, Samaritans, Cancer Research UK or Great Ormond Street Hospital Children's Charity. The payment made on your behalf, should be received by your chosen charity the next working day after your claim has been approved. 

Please note: we can't process Delay Repay payments to any Debit or Credit card e.g., American Express or Mastercard.

Before contacting us, please allow 10 working days for the transfer to fully complete.

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.

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.

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.

Download Enhanced Compensation Claim Form PDF

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.