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You are here: Home > Your journey > Customer services > Delay repay

Delay repay

If your claim relates to strike action dates, please check whether your ticket is for a qualifying route for compensation.


We are currently experiencing high incoming volumes of delay repay applications so please bear with us while we process your claim. A result of the high incoming numbers is that our system may provide an acknowledgment up to 24 hours after submission.


Please note that whilst the amended timetable is in place then claims will be accepted against either the amended timetable or the normal timetable.

Delay Repay

If your train journey has been delayed by 30 minutes or more against the published train schedule for that day (including train cancellation) then we will compensate you. You can claim compensation from us using our Delay Repay scheme.

How it works

If you have been delayed and wish to claim compensation then you must do so within 28 days of your delayed journey. In order to claim you must provide us with proof of travel. This could be your original ticket, or a ticket receipt, or a copy of your season ticket. For the key smartcard holders simply supply your keycard number.

You can submit your claim by completing an online Delay Repay form:

Apply online

Apply by post 

Or you can pick up a form at any of our staffed stations.


You will find details of the scheme outlined in our new Passengers' Charter which is available at all Southern staffed stations or online on the Passengers' Charter page

PDF Download Passengers' Charter Leaflet (1.67MB)

Delay Repay Oyster and Contactless

If your journey is delayed by more than 30 minutes, Oyster and Contactless payment customers are entitled to compensation.

If you are an Oyster pay as you go or Contactless payment customer you must accompany your claim with a print out showing where you touched in and out and the cost of your journey.

Oyster pay as you go only
You can obtain a print out from an Oyster enabled London Underground or Overground station, from a FasTIS machine at East Croydon or Balham (not available on Southern Ticket Vending Machines).

Oyster pay as you go and Contactless payment

If your card is registered., you can obtain a statement by visiting tfl.gov.uk.

Oyster Season ticket holder

You include a receipt showing the date of purchase, the price you paid and the zones covered by your Oyster card.

Levels of compensation

Single and return tickets

If you have a single or return ticket the level of compensation is calculated as follows:

Delays of 30-59 minutes: Delays of 1 hour or more Delays of 2 hours or more
50% of single ticket price 100% of single ticket price 100% of single ticket price
25% of return ticket price 50% of return ticket price 100% of return ticket price

Season tickets
Season ticket refunds will be calculated on the proportional daily cost of your ticket. Further information on how this scheme works can be found in our new Passengers' Charter, which is also available at all Southern staffed stations.

Payment
Compensation is paid in National Rail Vouchers (valid for one year on most UK rail operators). 

Alternatively, National Rail Vouchers can be exchanged for cash at any Gatwick Express, Great Northern, Southern or Thameslink ticket office.

Important information

Delay Repay is based upon delays to your journey. We ask for details of the train you planned to travel on so that we can base your compensation on the actual length of the delay you experienced.

All claims are checked and verified. Southern reserves the right to prosecute fraudulent claimants.

Latest news
A man and a woman were both handed suspended sentences, ordered to do unpaid work and given hefty fines after being caught submitting a huge number of fraudulent delay claims. 

Read the full article

What do I do next?

You can submit your claim by completing an online Delay Repay form:

Apply online

Apply by post

Or pick a form up from any of our Southern staffed stations.

Written applications should be posted to:

Freepost RTGL-ELXC-HAUU
Govia Thameslink Railway
Unit 16
Coalfield Way
ASHBY-DE-LA-ZOUCH
LE65 1JT

Your written application should be sent to us within 28 days of the delay and must include your original ticket, or a ticket receipt, or a copy of your Season ticket or a relevant journey receipt for Oyster pay as you go or Contactless payment. For the key smartcard holders simply supply your keycard number.

We aim to respond to your claim within 20 working days.