Delay Repay compensation
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.
One Click Delay Repay FAQs
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 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.
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.
One Click Delay Repay will only work if:
- You’re opted in to One Click Delay Repay
- 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
- 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.
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:
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.
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
|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|
|Length of delay||Ticket type|
|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:
- 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.
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.
If you still have questions about delay repay you can use the button below to view our Compensation FAQs.
| Period 1
01/04/2022 - 30/04/2022
01/05/2022 - 28/05/2022
29/05/2022 - 25/06/2022
|Volume of delay compensation Claims Received||
|Volume of delay compensation Claims Approved||
|Value of total delay compensation paid||
|Average time for Claims to be processed in working days||