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You are here: Home > Your journey > Customer services > Season ticket compensation scheme

Season ticket compensation scheme

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.


We have now completed the process of contacting customers who we know are eligible for compensation. If you haven’t heard from us, please don’t worry, you can apply for compensation through our web portal.

This scheme will close for new applications on 30th April 2017.

How to claim compensation

If you have not been contacted but believe you are eligible for compensation, you can now apply online. Check if you are eligible below and apply here.

Please note – if you purchase weekly tickets, we do not hold a record of these transactions unless you have purchased these online or on the key smartcard. You will need to upload evidence of these either in the form of the original tickets, receipts or bank statements.

If you have already been contacted

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

Please note emails will be sent from These emails will confirm the compensation amount, contain a unique password and a clickable link to take you to straight to the page to claim your compensation.


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

 Why wasn't I contacted?

Since the launch of the scheme we have been in direct contact with nearly 40,000 customers. The process has been a complex one as we had to look through multiple data sources to be absolutely sure that we were correctly verifying a customer’s identity. 

Unless we were 100% confident that the information we had was correct, we couldn't take a chance and make direct contact – for instance if there was a slight change in post code.

We appreciate this will have been frustrating and surprising for some of you who have regularly bought tickets and made Delay Repay claims. However, correctly identifying the right customer avoids further problems at a later date. 

For any customer who has not been contacted but believes they are entitled to compensation, you can submit a claim here.

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) or Visa credit/debit card payment. Unfortunately e-vouchers are currently unavailable.

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

How long will the scheme be open for?

The process of contacting customers we have details for is complete. However, a technical problem meant that there was a delay in completing phase one, so the compensation scheme deadline has been extended and will remain open until 30 April 2017 (previously 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.
Please do not send any credit/debit card information to us by email. This will cause your email to be rejected