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...
Can I claim compensation for a delayed journey?
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.
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 two journeys
Get the forms and find out more about claiming compensation.
How is Delay Repay compensation paid?
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.
How many claims can a season ticket holder make in one day?
Season ticket holders can claim up to one outward and one return journey per day.
How can I claim Delay Repay when using my Contactless bank card?
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.
I use Oyster pay as you go – can I still claim compensation?
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.
- 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 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.
I've been repeatedly delayed recently. Do you offer anything extra to Season Ticket holders?
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.)
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?
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.
My train was delayed so I took a taxi – can I get my taxi fare refunded?
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.
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.
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.