Are you entitled to compensation for a delayed train journey or other service issue? Check our FAQs to find out how to claim…
Got a question? We can help...
Can I claim compensation for a delayed journey?
Yes, if your journey is delayed by 30 minutes or more. This scheme is called Delay Repay and it’s a national compensation scheme for rail users.
How is compensation calculated?
|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
Average journey rate for Season Ticket holders
So we can calculate the right compensation, here’s how we work out the average cost of a journey:
|Season ticket type||Journey rate|
You can find out more about what compensation you may be entitled to by visiting the Passenger Rights to Refunds and Compensation section of National Rail website.
How many claims can I make on one form?
- With an online form you can claim for up to five journeys
- With a paper form you can claim for up to four journeys
How is Delay Repay compensation paid?
- Electronic bank transfer (BACS) – simply provide your sort code and account number
- Visa – simply provide your long card number, expiry date and security code
- PayPal – simply give us your PayPal email address
- eVoucher – redeemable for ticket purchases online through the Southeastern website
- Cashable vouchers (if refund is £50 or less) – swap them for cash at any Southeastern ticket office within 28 days (please bring some photo ID), or use them to buy train tickets within a year
- Cheque – we’ll send you a cheque if you don’t choose a payment method, and/or if the refund is over £50
How many claims can a season ticket holder make in one day?
How can I claim Delay Repay when using my Contactless bank card?
I use Oyster pay as you go – can I still claim compensation?
- the Transport for London website
- a London Underground ticket office
How can I get an update on my Delay Repay claim?
We handle claims in the order in which they’re received. Please allow 10 working days for a response to your claim. If we know your claim is going to take longer to answer we’ll let you know.
What might delay my claim?
Delay Repay claims can be held up by several reasons:
- Remember that train timetables use the 24-hour clock
- Check the date and train time is right – a double check is sometimes needed
- Check you’ve attached a valid ticket to your claim
- Send us proof of the season ticket held on your Oyster card
- When you use a bank statement as proof of travel for contactless, make sure the date of your journey is shown
- If your journey was not direct, please mention at which station you changed trains
- Your name needs to be the same as is shown on any statement you send us
- The route shown on your Oyster statement is different to the journey you’re claiming for
- The time of the train you’ve claimed for not needs be listed in our timetable
- Our Delay Repay scheme works on the basis that passengers make two journeys a day. If you’re claiming for more than two journeys a day your claim may be declined
- A picture of an Oyster card showing no details of the ticket held or journey taken
- A picture of a bank card with no details of the journey taken
My claim was declined, what should I do?
If you were delayed by 30 minutes or more on one of our trains, and you had a valid ticket, you’re entitled to Delay Repay compensation providing you claim within 28 days of the journey.
Claims may be declined:
- If our train running records show the train you’ve claimed for was not delayed by at least 30 minutes
- If the time of the train you’ve claimed for isn’t a time we can match with a service in our timetable - please remember that train timetables use the 24-hour clock
- Your ticket wasn’t valid for the train you’ve claimed for
- If you’ve accidently claimed for the same service more than once
- You’ve claimed for a train time that clashes with another claim you’ve made
- Your claim has been made after 28 days since the date of travel
If you’ve now realised you made a mistake with your original claim - and if it’s still within 28 days of the journey - you can simply make your claim again here with the correct details.
If you feel your Delay Repay claim has been declined incorrectly, please contact Customer Services, giving us any additional information which will help us review your claim.
I've been repeatedly delayed recently. Do you offer anything extra to Season Ticket holders?
How do I claim Enhanced compensation?
- Download an Enhanced compensation claim form (pdf)
- Ask for the claim form at your local Southeastern station
How will Enhanced compensation be paid?
- A single peak journey between the stations on your Season Ticket (in the form of cashable National Rail vouchers)
- Two free day passes to use on any Southeastern service within a year
My train was delayed so I took a taxi – can I get my taxi fare refunded?
We will consider any claims for a taxi fare refund on a case by case basis, and each case reviewed on its own merits. Please contact our Customer Services team explaining why you took a taxi and remember to attach a copy of your taxi receipt and your train ticket.
Can I claim for additional losses or compensation
You can find more information about our compensation arrangements here in our Passenger’s Charter.
You can also find out more about what compensation you may be entitled to by visiting the Passenger Rights to Refunds and Compensation section of National Rail website.
When will I be sent my banked compensation?
- If you bank monthly and were awarded compensation between 1 January and 31 January, we’ll send your voucher/cheque on 25 February.
- If you bank quarterly and were awarded compensation during January, February or March, we’ll send your voucher/cheque on 25 April.
I've heard about plans to change the compensation thresholds, when will these be introduced on Southeastern?
Why can't the compensation thresholds be changed any sooner?
Do I need to use Delay Repay before I claim Enhanced compensation?
Claims under the Consumer Rights Act
The Consumer Rights Act 2015 provides consumers with various rights, e.g., rights where a service is not performed with reasonable care and skill (see section 49 of the Act).
For information regarding your rights when you are travelling as a consumer, including under the Consumer Rights Act 2015, see, www.gov.uk/consumer-protection-rights or for further information about how it relates to Rail Travel you can visit the Customer FAQ section of the National Rail website.