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

Delay repay

Delay Repay

If we have delayed your journey 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, a ticket receipt or a copy of your season ticket.

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

Online Delay Repay form

Downloading the form and posting it to us:

PDF Download Delay Repay form (207KB)

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

Please read our frequently asked questions regarding the Delay Repay form.

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

If a Southern service is delayed by more than 30 minutes, Oyster customers are entitled to compensation in the same way as passengers holding paper tickets.

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

You can obtain this 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) or you print this from tfl.gov.uk if your card is registered.

If you are an Oyster Season ticket holder you must accompany your claim with a receipt showing the date of purchase, the price you paid and the zones covered by your Oyster card.

You then need to send these with a completed Delay Repay application form that you can obtain either by clicking the link above or at a staffed Southern station.

Key smartcard holders

We are currently working on a system to enable key smartcard holders to submit a claim directly through their account. Until that solution has been fully developed, if you hold a key card and need to make a claim, please call our Customer Services team on 08451 27 29 20, or 0208 185 0778, and one of our Agents will submit a claim on your behalf.

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 available at all Southern staffed stations.

Payment
Compensation is paid in National Rail Vouchers (valid for one year on most UK rail operators). If you have an online account with us, you can opt for evouchers which can be used towards another purchase, saved towards your next Season ticket or other products such as PLUSBUS.

We no longer offer cheques, however our new National Rail Vouchers may be exchanged for cash at any Southern Ticket Office if you prefer.

Important information
Delay Repay claims are made on a per journey basis, not a per service basis. Because of this, we ask you to tell us the time of the service you planned to take and then we can base your compensation on the actual length of the delay you experienced. You cannot, therefore, claim for every possible service that was delayed or cancelled. In order to process your claim, we require you to advise us which service you actually intended to travel on.

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

What do I do next?

If you wish to claim compensation then you can submit an online application, or print a downloadable form from the link below:

Download Delay Repay form (207KB)

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

Written applications should be posted to:

Freepost RSKU-BLGX-LHBR
Southern Delay Repay
PO Box 10240
ASHBY-DE-LA-ZOUCH
LE65 9EB

Your written application should be submitted within 28 days of the delay and must include your original ticket, a ticket receipt, a copy of your Season ticket or a journey receipt if you are a registered Oyster pay as you go user. We will respond to your claim within four weeks.