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Last updated: 06:32

Strike action refund information

Last updated 10 August 2022

Daily tickets bought online 

  • If you bought your ticket as a guest or your ticket has passed its date of travel, please contact us for a full refund, we won’t charge an admin fee.
  • If you bought your ticket from our website, you can use our self-service refund facility. If you have an account please log in, go to ‘My Account’, then ‘Manage my tickets/refunds’ to apply. Please note this doesn’t apply to daily tickets which have passed their date of travel.
  • If you have a Key smartcard and can't log into your account, and/or use the self-service refund facility, please complete our online Key refund form.

Daily tickets bought at a station

  • If you bought a paper daily ticket from one of our ticket offices, you can return this to any Southeastern ticket office for a full refund with no admin fee. Alternatively you can send your ticket to Southeastern Customer Services at:
    Southeastern Refunds
    Freepost RTSK-BXJE-CCHL
    Ashby De La Zouch
    LE65 9EL
  • If you bought a ticket on your Key smartcard from one of our stations, you can return this to any Southeastern ticket office for a full refund or you can apply online by filling out the Key refund form.

Advance tickets

Advance ticket holders can either apply for a full refund with no admin fee or return to the original retailer for an eVoucher, for use purchasing a future ticket. eVouchers are valid for 12 months from the date of issue.

If your ticket was bought online and hasn’t been printed/collected, please use our Contact us form and quote your order reference number. If it's already been printed, please post it to the address below for a refund.

If your ticket was bought at a station, please return it to any Southeastern ticket office to arrange a full refund. Alternatively, please post them to our Customer Services team at the address below:
Southeastern Online Refunds
Ashby De La Zouch
LE65 9EL

Book with confidence

Under normal circumstances we charge an admin fee when you make a change to your Advance ticket journey. However given the current situation, we have introduced the following temporary changes: 

Until 30th September 2022 you can make the following changes to your Advance ticket with no admin fee –

  • Exchange Advance ticket for an eVoucher
  • Request a change of journey on an Advance ticket

Season tickets

Season ticket holders (Flexi, monthly or longer) can use Delay Repay to claim money back if they choose not to travel on strike days. For a full day back, you only need to make one claim per day of industrial action using ‘Industrial Action – did not travel’ as the reason for the delay. You can claim from the day of industrial action and up to 28 days after that date.

For Flexi season tickets holders, if you only have a few passes left on your Flexi season ticket and were intending on using them on one of the strike days, then please activate a pass on one of the strike days and then claim Delay Repay, using 'Industrial Action - did not travel' as the reason for delay.

Alternatively, you can apply for a refund. There must be a minimum of two unused day passes left to be eligible for a refund and an admin fee of £10 will be charged. Simply log in to your online account, select 'manage my tickets/refunds' and follow the steps to process your own refund.

Weekly tickets – Make sure that a weekly season ticket is the best value for you if you are unable to travel during industrial action. Check you’ve bought the best value ticket for your journey using our handy season ticket calculator. Weekly season tickets purchased from Southeastern which have not started yet can be refunded minus a £10 admin fee. Please go to our refunds page to claim a refund.

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