Delay Repay

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:

Oyster and Contactless pay-as-you-go are Single tickets for the journey taken and the amount charged against the tap.

For Weekly and longer Season Tickets

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. We calculate the journey value as: 

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.

For us to process your claim, we’ll need:

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

And 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.

We can only accept one claim per passenger per journey. If you’re looking to claim for other people, please ensure that the claim is in their name with their contact and payment details.

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

For us to process your claim, we’ll need:

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

And one of:

• A copy of your journey statement
• A copy of your Monthly or Annual Season ticket record

Journey statements and Season ticket records are provided by Transport for London. You can register with them here.

We cannot accept Contactless card payment statements which don’t show the time of travel or journey paid for. An Oyster/Contactless journey statement looks like:

Whilst we look into potential upgrades to our Delay Repay form, the best way to submit a claim when using multiple tickets is to follow this process:

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 Delay Repay if you're delayed by at least 15 minutes getting to your destination. A delayed train is usually when your train service is running behind the planned and advertised timetable.

If we have 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.

For engineering and improvement work, 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.

If you've only travelled with Southeastern, and were delayed by at least 15 minutes, can claim for Delay Repay here.

However, if you travel with multiple 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.

Delay Repay is always available for passengers with a valid ticket who are delayed by at least 15 minutes when travelling on our services.

If you activated a pass on your Flexi Season ticket, and were then disrupted, you can claim through our Delay Repay form.

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.

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 and sometime taxis from affected stations.

However, if you do find that you have to abandon your journey and returned to your origin station or didn't travel at all, then you may be entitled to a refund of your non-Season ticket, without an admin fee.

If your ticket was bought from Southeastern, then please claim a refund.

If your ticket was bought from another train operator or third-party retailer, then please contact them directly to claim your refund.

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

Season ticket holders are not eligible for abandoned journey refunds, but can still claim Delay Repay if they complete their journeys by other methods.

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. 

However, if you needed to complete your journey via a taxi, we can consider taxi claims under exceptional circumstances and will be considered on their own merit. In order to further consider a taxi claim, we need to see proof of a taxi receipt. Taxi claims can be submitted via the contact us webform.

While we will make every endeavour to ensure our services are not disrupted, unfortunately cancellations to our services can occur. In these instances, we will ensure our travel advice is updated on our website and at our stations, so that our passengers are able to make informed decisions about their journey.

If this means completing their journey via a taxi, we can consider taxi claims under their own merit. In order to further consider a taxi claim, we need to see proof of a taxi receipt. Taxi claims can be submitted via the Contact Us webform.

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.
• Charity donation – your chosen charity should receive the payment the next working day after your claim has been approved.

Choose from one of five 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.
• 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 American Express or Mastercard.

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.