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Delay Repay compensation

Delay Repay is a national scheme train companies use to compensate passengers for delays. You can claim compensation if you're delayed by 30 minutes or more when you travel with us

 

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More information about Delay Repay

Delay Repay is a national scheme train companies use to compensate passengers for delays. You can claim compensation if you're delayed by 30 minutes or more when you travel with us (except when delays are caused by planned engineering work).

Use the form below to apply for compensation. You can claim up to 28 days after your delayed journey.

 

Apply online



How will compensation be paid?

You can now choose one of six ways for your compensation to be paid:

  • Electronic bank transfer (BACS) – 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
  • Cheque – you can opt to be paid by cheque. This is the default method for compensation if no preference is given
  • Visa or Mastercard – Simply provide your long card number, expiry date

For more information please see the National Rail Conditions of Travel or our Compensation FAQs.


Ways to claim

  • Apply online or by post within 28 days of your delay
  • You will need Proof of travel - your original ticket, a ticket receipt, a copy of your season ticket and photocard, or a journey receipt if you use Oyster pay as you go. For Oyster Season Tickets you will need to provide the transaction receipt

Applying by post

Download a Delay Repay claim form (pdf)

Once you have completed the form, please send it to us at:

Freepost RTSK-BXJE-CCHL
Southeastern Delay Repay
ASHBY DE LA ZOUCH
LE65 9EL
Telephone: 0345 322 7021

We will respond to your claim within ten working days.


How we calculate compensation

Ticket type Length of delay
30 - 59 mins 1 hour - 1 hour 59 mins 2 hours +
Single 50% of ticket price 100% of ticket price 100% of ticket price
Return 25% of ticket price 50% of tickets price 100% of ticket price
Season 50% of journey rate 100% of journey rate 200% of journey rate


Season ticket holders

As season tickets are valid for a period of time, compensation is based on the following journey rates.

Season ticket type Journey rate
Annual Price /464
Quarterly Price /120
Monthly Price /40
Weekly Price /10


Enhanced compensation

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

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