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You are here: Home > Your journey > RMT industrial action > Compensation and refunds

Compensation and refunds

If you are travelling today, please visit nationalrail.co.uk and use the journey planner or live departure boards for the latest service information.

If you choose to travel and your journey is delayed by 15 minutes or more you are entitled to compensation from Southern. This includes those journeys, made on a strike day, where you have travelled with another operator using your Southern ticket.

How to claim compensation

Please note that you cannot claim for compensation in advance. To prevent your claim being rejected, please apply within 28 days from the date of travel.


For Season ticket holders (including weekly tickets):

  • If you are on a route with either no service or alternative and are unable to travel you can apply for strike compensation and we will provide you with the equivalent of a day’s travel. You can check the affected routes here
  • If you travel and your journey is delayed by 15 minutes or more we will provide you with compensation

The quickest way for you to receive any compensation you are due is to apply using the online claim form


For all other ticket holders (singles and returns):

  • If you are on a route with no service and are unable to travel please apply for a refund from the point of purchase
  • If you travel and your journey is delayed by 15 minutes or we will provide you with compensation

The quickest way for you to receive any compensation you are due is to apply using the online claim form


Apply for compensation

Claiming compensation is a straightforward process and it only takes a few minutes to claim. If you are on a route with either no service or alternative and therefore unable to travel, simply select “Strike” from the drop down menu.

This option is only applicable to passengers with no service or alternative. You can check the affected routes here.

We will need some more information from you so please provide the time of the train you would have caught if the service was running. It is important to select '120+ minutes' as the length of delay to validate you claim. You only need to claim once per strike day.

For all other passengers, if you travel and your journey is delayed by 15 minutes or more please follow the normal process for claiming delay repay

Apply for compensation here

Refunds of season tickets

I want a refund of my paper season ticket.

You can have this ticket refunded, however unless you plan to stop making this journey in most situations it is more beneficial to retain your season ticket and apply for compensation instead, as any refund is calculated on the period of time between the start date of the ticket and the date the refund application is made.

But if you do wish to have your paper season ticket refunded then:

  • If you purchased your paper season ticket from either one of our stations or our website (with the exception of those tickets paid using PAYPAL) - then you can take your ticket to a Southern Ticket Office where they will then be able to process your refund
  • If you purchased your paper season ticket from our website but used PAYPAL to pay for the ticket - then you will need to submit your refund application to our Customer Services team
  • If you purchased your paper season ticket from another Train Company or a different website retailer e.g. Trainline - then you will need to apply to the original retailer for a refund of the ticket

I want a refund of my season ticket that I hold on the key smartcard.

As with paper season tickets you can have this ticket refunded, however unless you plan to stop making this journey in most situations it is more beneficial to retain your season ticket and apply for compensation instead, as any refund is calculated on the period of time between the start date of the ticket and the date the refund application is made.

But if you do with to have your season ticket refunded then you will need to submit your refund application to our Customer Services team.

Refunds of any other type of tickets (including Advance, Single, Return, and One Day Travelcards)

I have a ticket dated for 22nd February 2017 and no longer wish to travel.

  • If you purchased your ticket from either one of our stations or our website (with the exception of those tickets paid using PAYPAL) - then you can take your ticket to a Southern Ticket Office within 28 days of the date of travel, where they will then be able to process your refund
  • If you purchased your ticket from our website but used PAYPAL to pay for the ticket - then you will need to submit your refund application to our Customer Services team
  • If you purchased your ticket from another Train Company or a different website retailer e.g. Trainline - then you will need to apply to the original retailer for a refund of the ticket