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You are here: Home > Your journey > Delay Repay

Delay Repay

If we have delayed your journey by more than 30 minutes (including if your train was cancelled), then Southern will compensate you. You can claim compensation from us under 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 delay. To do this you need to make sure you have proof of travel.

This could be your original ticket, a ticket receipt, a copy of your season ticket, or, if you are a registered Oyster pay as you go user, a journey receipt. You submit your claim by filling out a Delay Repay claim form. You can find these at any of our staffed stations, or download the form below and post it to us.

 Download Delay Repay form (147KB)

You can also submit a claim online using the link below:

Online 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

 Download Passengers' Charter Leaflet (1.67MB)

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.

What do I do next?

If you wish to claim compensation then you can print the downloadable form, pick up a leaflet from any of our staffed stations or submit an online application.

 Download Delay Repay form (147KB)

Written applications should be posted to:

Freepost RSKU-BLGX-LHBR
Southern Delay Repay
PO Box 3021
Bristol
BS2 2BS
Telephone: 08451 27 29 20

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.