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Compensation

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...

Yes, if your journey is delayed by 15 minutes or more. This scheme is called Delay Repay and it’s a national compensation scheme for rail users.  

How is compensation calculated?

  Length of delay
Ticket type  15 to 29 minutes 30 - 59 minutes
  1 hour - 1 hour 59 minutes  2 hours or more
Single

25% of ticket price

 50% of ticket price 100% of ticket price 100% of ticket price
Return 12.5% of ticket price 25% of ticket price 50% of ticket price 100% of ticket price

For Weekly and longer Season Tickets

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

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

 

  Length of delay
Ticket type  15 to 29 minutes 30 - 59 minutes
  1 hour - 1 hour 59 minutes  2 hours or more
Season

25% of journey rate

 50% of journey rate 100% of journey rate Return journey rate

Find out more and claim compensation online

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. 

Here’s how it works:
  • With an online form you can claim for up to five journeys
  • With a paper form you can claim for up to two journeys

Get the forms and find out more about claiming compensation.

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. 

Season ticket holders can claim up to one outward and one return journey per day.

Evidence of the journey history and cost is required to process a Delay Repay claim where a Contactless card was used.

If your Contactless card is registered with an Oyster online account, you’ll be able to get a copy or take a screenshot of your journey history to submit with your Delay Repay claim.

Yes, if your journey has been delayed for 15 minutes or more you can use Delay Repay.

 

Please let us have a copy of your Oyster statement/receipt showing the journey(s) you’re claiming for.  

 
You can get your Oyster pay as you go statement from:

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.

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

If you were delayed by 15 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 15 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.

 

 

Yes, if you’ve been delayed by 30 minutes or more for 12 days within a business period. To see our business periods, download the claim form (pdf).
 

This scheme is available to all season ticket holders and is called Enhanced compensation. It’s separate from Delay Repay and you fill in a different form. (You can claim whether or not you’ve already used Delay Repay.)

You can either:
Let us know the details of all journeys within a business period that were delayed by 30 minutes or more. We also need a copy of your Season Ticket (or the ticket itself if you’re a weekly customer).
 
Once you’ve filled the form in, send it back to us (freepost). We’ll get back to you within 10 working days.

You can choose from:

  • 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

Day passes will have your name printed on them. Before you use a pass, fill in the date of travel and to/from stations, and sign it. We may ask to see the pass (and some ID) during your journey. Make sure you fill it out correctly otherwise it won't be valid and could be confiscated. Sorry, but we can't re-issue passes.

Cashable National Rail vouchers can be cashed in at any Southeastern ticket office within 28 days of their issue. You’ll be limited to £50 in one transaction per day. Please bring some photo ID with you. 

Alternatively, you can use your vouchers to buy rail tickets with any National Rail train operating company in Great Britain.

An additional option is to ask us to “bank” your compensation and send you a cashable voucher or cheque once a month, quarter or year. This can be useful particularly for Season Ticket holders who want to put the money towards their next Season Ticket.

When significant delays occur, we will, where possible, arrange alternative transport, often a replacement bus.

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.  

To make a claim for additional losses or compensation, please contact Customer Services. We will consider all claims on a case by case basis and each case reviewed on its own merits. Please remember to include all relevant receipts and train tickets with your claim. 

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. 
You’ll receive a voucher/cheque for the compensation you’ve accumulated in the previous month, quarter or year – depending on what period you chose – on the 25th of the next month (or the next working day).
 
So, for example:
  • 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.
To find out your banked balance and when we’re sending your next voucher/cheque, give us a call anytime on 0345 322 7021.
No, these are separate schemes – you can use one or both.

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. 

If you buy a ticket from one of our ticket vending machines (TVMs), and find the same ticket available elsewhere for a lower price, we will refund you the difference. To check if you can get a refund please contact our Customer Services team by writing to us, including copies of any tickets bought. 

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