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Last updated: 05:56

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 the national compensation scheme used by train companies.

To make it easier to claim when you’re delayed, you can sign up to One Click Delay Repay.

One Click Delay Repay is a quicker and easier way to claim compensation if your journey has been delayed. You can make a claim in just one click! It’s available to our Key smartcard customers and anyone who buys an Advance ticket through our website or app, for travel on the Southeastern network.

You can sign up by registering or logging into your Southeastern account and navigating to ‘One Click Delay Repay’ within the drop-down menu. For more information, please see our FAQs below.

If you’re a Season ticket holder looking to claim Delay Repay due to industrial action, please click the Apply Online button below and fill out the form - even if you didn’t travel.

Claims can be made up to 28 days after your journey.

Apply Online


One Click Delay Repay FAQs

One Click Delay Repay is a quicker and easier way to claim compensation if your journey has been delayed. You can make a claim in just one click! It’s available to our Key smartcard customers and anyone who buys an Advance ticket through our website or app, for travel on the Southeastern network.

If you’re delayed by 15 minutes or more on the Southeatsern network, you can claim Delay Repay in just one click. 

We’ll automatically create a Delay Repay claim for you. We can send you the claim by email or through the Southeastern app, or you can log into your account to check. To receive your compensation, all you have to do is confirm the journey details and we’ll take care of the rest. 

We calculate the delay based on when you tap in and out, compared to how long the journey should have taken. If it isn’t possible to tap in and out at both stations, you can save your regular journeys to help make sure you receive a One Click Delay Repay claim if you’re delayed. 

One Click is available to all our Key smartcard customers and anyone who buys an Advance ticket through our website or app.

One Click Delay Repay is available to our Key smartcard customers and anyone who buys an Advance ticket through our website or app, for travel on the Southeastern network.

Simply register or login to your Southeastern account and sign up by navigating to ‘One Click Delay Repay’ within the drop-down menu.
 

A One Click claim will be created and sent to you within 48 hours of a delay.

Delay Repay is a national compensation scheme train companies use to compensate passengers for delays or cancellations. If you arrive 15 minutes or more late at your destination, because of a delay or cancellation to a Southeastern service, you can manually claim Delay Repay compensation here

One Click Delay Repay automatically recognises if you’re delayed based on when you tap in and out with your Key or the time of your Advance ticket, compared to train running information. If a delay is found at the time you likely travelled, we will save you the trouble of manually claiming Delay Repay and instead send you a One Click Delay Repay claim.

For Key customers, we calculate One Click Delay Repay based on when you tap in and out at the gates, compared to the length of time your journey should have taken. If it isn’t possible to tap in and out at both stations, you can save your regular journeys so we know the trains you travel on. 

If your travel times change, please make sure you update your account with your new regular journeys. Setting up regular journeys means we’re more likely to be able to send you a One Click Delay Repay claim if you’re delayed.

If you receive a One Click Delay Repay notification or email but you didn’t travel or weren’t delayed, you can easily reject the claim in just one click.

If you receive a One Click Delay Repay notification or email but the details aren’t quite right, you can easily edit the claim with the correct details before finally submitting it back to us.

One Click Delay Repay will only work if:

  1. You’re opted in to One Click Delay Repay
  2. You either:
    • have an Advance ticket bought through our website or app or;
    • use a Key card and were able to tap in and out at both your start and end stations or;
    • use a Key card and were able to tap in or out at either one of your start or end stations, and have set regular journeys
  3. We can see the train was delayed or cancelled at the time you travelled, delaying you by 15 minutes or more

If your journey involves a change with multiple trains, it’s important you set your ‘regular journeys’ so we know the exact journey you take to check for any delays.  

 

You’ll have 28 days from the date of the delayed journey to submit your claim.

Our One Click Delay Repay service is only available for Southeastern journeys.

Please contact our Customer Services team, who’ll be happy to help. 

https://www.southeasternrailway.co.uk/help-and-contact/get-in-touch/contact-us

One Click Delay Repay is only available to Season ticket holders who use the Key. This is because, unlike paper tickets, the Key holds a record of your journey history, which enables us to know which trains you travel on to check for delays. 

If you've already bought a paper Season ticket but want to sign up to One Click Delay Repay, you can easily request a paper ticket transfer while registering for a Key card. To register for a Key, please visit: 

https://www.southeasternrailway.co.uk/tickets/tickets-explained/the-key-smart-tickets

Please note: you can only transfer Southeastern paper tickets onto your Key card. Paper tickets bought from other operators (e.g. Trainline) cannot be transferred.

For One Click Delay Repay to work, we need to see that a ticket has been purchased, who bought the ticket and what journey was intended. We can only see all this information with Key or online/app bought Advance tickets purchased through Southeastern.

Our One Click Delay Repay service will not work for tickets bought from a different company. One Click Delay Repay only applies to Key and online/app bought Advance tickets purchased through Southeastern.

For One Click Delay Repay to work, we need to be able to see that a ticket has been bought for your journey. We can only see this from our own retailing data sources.

Delay Repay FAQs

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

Ticket Type
Single Return
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’ll compensate you up to a maximum of the return journey rate for a Season Ticket. We calculate the journey value as: 

Season Ticket type  Journey rate
Annual

Price/464

Quarterly Price/120
Monthly Price/40
Flexi Price/16
Weekly Price/10

 
Length of delay Ticket type
Season
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

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
  • If you travelled using your Oyster or Contactless card, have you registered your Oyster or Contactless card with TfL? If not, please do so.

    We need to see your Oyster or Contactless journey statement to show the date and time of your journey, the stations you have travelled from/to, and the price paid for the journey.

    An Oyster/Contactless journey statement looks like:

    TfL payment statement (redacted)
  • Your Season Ticket number and photocard number if you have a monthly or longer Season Ticket
  • Or your Key card number

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.

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.

You can apply for Delay Repay compensation when your journey has been delayed by 15mins or more. If you activate a day pass but are unable to travel due to disruption, you can also apply for Delay Repay. You can find information on Delay Repay here.

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.

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.

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.

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 have received.

Alternatively you can 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 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

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.

View Compensation FAQs


   Period 1
01/04/2022 - 30/04/2022
Period 2
01/05/2022 - 28/05/2022
 
Period 3
29/05/2022 - 25/06/2022
Volume of delay compensation Claims Received

 
10321

 
12788

 
35536
Volume of delay compensation Claims Approved  
9371

 
9743

 
23689
Value of total delay compensation paid  
£73,568.60
 
£75,311.45
 
£295,460.70
Average time for Claims to be processed in working days  
0.9

 
0.7

 
2
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