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:

For Weekly and longer Season Tickets

As Season Tickets are valid for a period of time, we calculate the journey value as:

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. 

Plus, if you’ve requested compensation by BACS or PayPal and your claim is successful, you will be paid quicker than before.

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
• A journey statement/receipt if you’re an Oyster or contactless user
• 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.

Your compensation will be received within 14 days of your claim being accepted.

Choose from one of six ways:

• Electronic bank transfer – Simply provide your sort code and account number
• PayPal – paid into your bank account via PayPal. Simply provide the email address linked to your PayPal account
• 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, expiry date.
• Cheque – You can opt to be paid by cheque if you claim by post.

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.