One Click Delay Repay

One Click Delay Repay is a quicker and easier way to claim compensation if your journey has been delayed. You can make a claim in just one click! It’s available to our Key smartcard customers and anyone who buys an eTicket, sTicket, or Advance ticket through our website or app, for travel on the Southeastern network.

If you’re delayed by 15 minutes or more on the Southeastern network, you can claim Delay Repay in just one click. 

We’ll automatically create a Delay Repay claim for you. We can send you the claim by email or through the Southeastern app, or you can log into your account to check. To receive your compensation, all you have to do is confirm the journey details and we’ll take care of the rest. 

We calculate the delay based on when you tap in and out with your Key or scan your sTicket or eTicket barcode, compared to how long the journey should have taken. If it isn’t possible to tap or scan in and out at both stations, you can save your regular journeys to help make sure you receive a One Click Delay Repay claim if you’re delayed. We will need to see at least one tap or scan to see you've travelled.

One Click is available to all our Key smartcard customers and anyone who buys an eTicket, sTicket, or Advance ticket through our website or app.

One Click Delay Repay is available to our Key smartcard customers and anyone who buys an eTicket, sTicket, or Advance ticket through our website or app, for travel on the Southeastern network.

Simply register or login to your Southeastern account and sign up by navigating to ‘One Click Delay Repay’ within the drop-down menu.

A One Click claim will be created and sent to you within 48 hours of a delay.

Delay Repay is a national compensation scheme train companies use to compensate passengers for delays or cancellations. If you arrive 15 minutes or more late at your destination, because of a delay or cancellation to a Southeastern service, you can manually claim Delay Repay compensation here. 

One Click Delay Repay automatically recognises if you’re delayed based on when you tap in and out with your Key, scan your eTicket or sTicket barcode, or the time of your Advance ticket, compared to train running information. If a delay is found at the time you likely travelled, we will save you the trouble of manually claiming Delay Repay and instead send you a One Click Delay Repay claim.

For Key, sTicket and eTicket customers, we calculate One Click Delay Repay based on when you tap or scan in and out at the gates, compared to the length of time your journey should have taken. If it isn’t possible to tap or scan in and out at both stations, you can save your regular journeys so we know the trains you travel on. We will need to see at least one tap or scan to see you've travelled.

If your travel times change, please make sure you update your account with your new regular journeys. Setting up regular journeys means we’re more likely to be able to send you a One Click Delay Repay claim if you’re delayed.

If you receive a One Click Delay Repay notification or email but you didn’t travel or weren’t delayed, you can easily reject the claim in just one click.

If you receive a One Click Delay Repay notification or email but the details aren’t quite right, you can easily edit the claim with the correct details before finally submitting it back to us.

One Click Delay Repay will only work if:

You’re opted in to One Click Delay Repay

You either:

1. have an Advance ticket bought through our website or app or;

2a. use a Key card, sTicket, or eTicket and were able to tap or scan in and out at both your start and end stations or;

2b. use a Key card, sTicket, or eTicket and were able to tap or scan in or out at either one of your start or end stations, and have set regular journeys

3. We can see your train was delayed or cancelled, within a reasonable time from you tapping or scanning in/out, delaying you by 15 minutes or more

If your journey involves a change with multiple trains, it’s important you set your ‘regular journeys’ so we know the exact journey you take to check for any delays.

You’ll have 28 days from the date of the delayed journey to submit your claim.

Our One Click Delay Repay service is only available for Southeastern journeys.

Please contact our Customer Services team, who’ll be happy to help. 

One Click Delay Repay is only available to Season ticket holders who use the Key. This is because, unlike paper tickets, the Key holds a record of your journey history, which enables us to know which trains you travel on to check for delays. 

If you've already bought a paper Season ticket but want to sign up to One Click Delay Repay, you can easily request a paper ticket transfer while registering for a Key card.

Please note: you can only transfer Southeastern paper tickets onto your Key card. Paper tickets bought from other retailers (e.g. Trainline) cannot be transferred.

For One Click Delay Repay to work, we need to see that a ticket has been purchased, who bought the ticket and what journey was intended. We can only see all this information with Key or online/app-bought sTickets, eTickets, and Advance tickets purchased through Southeastern.

Our One Click Delay Repay service will not work for tickets bought from a different company. One Click Delay Repay only applies to Key or online/app-bought sTickets, eTickets, and Advance tickets purchased through Southeastern.

For One Click Delay Repay to work, we need to be able to see that a ticket has been bought for your journey. We can only see this from our own retailing data sources.