If we have delayed your journey, regardless of the cause, then Southern will compensate you. You can claim a refund from us under our Delay Repay scheme. This new scheme is a quick and easy compensation system.
Delay Repay applies to all tickets purchased on or after 20 September 2009.
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 claim compensation 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 (157KB)
If you are a season ticket holder, you can also submit a claim online using the link below:
Please note that season tickets purchased before 20 September 2009 are not covered under the new Delay Repay scheme. Any claims against these tickets will continue to be administered under the terms which were in place when your ticket was originally purchased.
You will find details of both schemes outlined in our new Passenger's Charter which is available at all Southern staffed stations or online on the Passenger's Charter page
Download Passenger's 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% refund of single ticket price | 100% refund of single ticket price | 100% refund of single ticket price |
| 25% refund of return ticket price | 50% refund of return ticket price | 100% refund of return ticket price |
Season tickets
Refunds on season tickets purchased on or after 20 September 2009 are based on the same scale as those which have been described for single and return tickets.
Your refund will be calculated on the proportional daily cost of your ticket. More information on how this is calculated can be found in our Passenger's Charter.
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, if you are a season ticket holder, submit an online application.
Download Delay Repay form (157KB)
Written applications should be posted to:
Freepost RSCS-SBEC-XKEY
Southern Delay Repay
PO Box 11633
Laurencekirk
AB30 9AD
Telephone: 01561 376 090
