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You are here: Home > Your journey > Customer services > Compensation announcement

Compensation announcement

Compensation for 2016 season ticket holders

All your questions answered here - FAQs

Due to the significant levels of disruption for much of 2016, we are compensating customers who have travelled regularly on the Southern network.


To qualify, customers must have held at least 12 weeks’ worth of season tickets between 1 April and 31 December 2016.

How much will I receive?

Compensation will be paid according to the calculations below. This will be paid in the form of an electronic bank transfer (BACS), Visa credit/debit card payment or e-Vouchers (available only if you have a registered account with us).

Ticket type Compensation amount Example
Annual season 1/12 Brighton to London zone 1-6 annual (£5,244) / 12 = £437
Monthly season The value of 1 monthly Sanderstead to London Terminals monthly (£175.63) = £175.63
Weekly The cost of 4 weeklies Chichester to Horsham weekly (£55.40) x 4 = £221.16

What happens next?

We are now in the process of contacting customers who we know are eligible for compensation. This will be done by email and in some cases by letter. This process will continue throughout January. Once this process is complete, customers who have not been contacted but believe they are due to receive compensation will be able to apply. Applications should be made via a dedicated online compensation webform where customers will be requested to provide evidence of the season ticket(s) they held between 1 April 2016 and 31 December 2016. This element of the compensation process will be available towards the end of January 2017.

How long will the scheme be open for?

The scheme will be open until 31 March 2017.

Received a letter from us?

If you have received a letter from us confirming that you are eligible for a compensation payment, please visit

Customer support

Please read our FAQs before contacting us.

A dedicated customer support team has been set up to deal specifically with this compensation scheme and they will be able to assist with any queries regarding it. If you are experiencing any difficulty in completing the online claim process you should contact this team in the first instance.

The dedicated support team will be available:

  • 08:00 – 20:00 Monday-Friday
  • 09:00 – 17:00 Saturday & Sunday

Please email or call on 0345 647 0745.