Delay Repay compensation

What is Delay Repay?

Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations.

If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Southern service, you can claim Delay Repay compensation. Delay Repay is a national scheme train companies use to compensate passengers for delays or cancellations.

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

Apply online now

Donate your Delay Repay

We have set up a new partnership with both Samaritans & Railway Children, following customer feedback, giving you the option to donate to either cause if your train is delayed for 15 minutes or more.

We have chosen to partner with these organisations as they support mental health and young people, two key focus areas for us. 100% of the funds raised by passengers will go to ensuring that Samaritans and Railway Children can continue their life-saving and life-enhancing work.

Simply apply for Delay Repay and select the charity that you would like to donate to.

How to claim Delay Repay

You need to apply for compensation online or by post within 28 days of your delayed journey. We'll respond to your claim within 20 working days, however unless there has been a period of disruption you should hear back from us within 5 days.

To complete the online or printed form, you’ll need proof of travel. Valid proof of travel depends on what type of ticket you have.

Paper ticket (you need one of the following)

Your original ticket
The ticket receipt (if you no longer have your ticket)
A scan or photograph of your season ticket and photocard

The Key Smartcard

Key Smartcard number (found on the front of your smartcard)

Smartcard from another train company

If you have a smartcard issued by another train company, please provide the card number and the receipt/booking confirmation showing details of the ticket(s) held on your smartcard

Oyster season ticket

A receipt showing the date of purchase, the price you paid and the zones covered by your Oyster card

Oyster pay as you go or Contactless payment

A print-out showing where you touched in and out and the cost of your journey

(You can get detailed information about your Oyster and Contactless journeys from your account page on the TfL website)

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

If you're claiming by post, send your form to:

Freepost RUET-ZEJB-TKKZ
Govia Thameslink Railway
Derby
DE1 9RQ

Please note that each individual traveller must submit their own delay repay claim (unless it is for a child or under mitigating circumstances - more information here). If you submit multiple claims for the same journey these will be declined and will add a delay to you receiving any compensation due.

All claims are checked and verified. Southern reserves the right to prosecute fraudulent claimants. Claims must be made by the person who experienced the delay except under mitigating circumstances.

Our policy does not affect your legal rights. For more information about your legal rights please contact your local Citizens Advice Bureau or Trading Standards office.

Apply for Delay Repay online

Applying online

Applying by post

Download, print and post your form to claim compensation.

We’ll check your claim against our train running records and get back to you within 20 working days.

You’ll need to send your claim, including proof of travel, within 28 days of your delayed journey.

Send your form to:

Freepost RTGL-ELXC-HAUU
Govia Thameslink Railway
Unit 16 Coalfield Way
Ashby-De-La-Zouch
LE65 1JT

Download the form

What are you entitled to?

Levels of compensation

Season ticket holders (weekly or longer)

To calculate the compensation value of each journey, we divide the cost of your season ticket by 464; other period tickets are calculated pro-rata on the same basis.

an annual season ticket covers 464 single journeys
a six-monthly season ticket covers 240 single journeys
a quarterly season ticket covers 120 single journeys
a monthly season ticket covers 40 single journeys
a weekly season ticket covers 10 single journeys

If you're delayed by:

15-29 minutes you're entitled to 25% of the cost of a single journey
30-59 minutes you're entitled to 50% of the cost of a single journey
60-119 minutes you're entitled to 100% of the cost of a single journey
120+ minutes you're entitled to 100% of the cost of a return journey (a full day’s travel)

Please see our Passenger's Charter for more information.

Flexi season ticket holders

To calculate the compensation value of each journey, we divide the cost of your Flexi season ticket by 16.

If you're delayed by:

15 to 29 minutes you’re entitled to 25% of the cost of 1 single journey using the above calculation
30 to 59 minutes you’re entitled to 50% of the cost of 1 single journey using the above calculation
60 to 119 minutes you’re entitled to 100% of the cost of 1 single journey using the above calculation
120 minutes or longer you’re entitled to 100% of the cost of 2 single journeys using the above calculation

Day ticket holders

If you're delayed by:

15-29 minutes you're entitled to at least 25% of the single fare paid, or if you bought a return ticket at least 25% of the fare paid for the affected portion
30-59 minutes you're entitled to at least 50% of the single fare paid, or for a return ticket at least 50% of the fare paid for the affected portion
60-119 minutes you're entitled to 100% of the single fare paid, or for a return ticket at least 50% of the fare paid
120+ minutes you're entitled to 100% of the cost of the fare paid whether it was for a single or return journey

How we'll compensate you

The full range of repayment options available through the online claim form is:

Amazon account balance (you must have an Amazon account)
Electronic bank transfer (BACS)
E-voucher (you must have an online account with us)
PayPal (you must have a PayPal account)
Credit or debit card (we are currently unable to process MasterCard and AMEX repayments)
National Rail vouchers

The online form is the most secure way for us to receive your payment details. We can’t accept financial information by post, so the repayment options are more limited.

We now offer compensation payment to your Amazon account. Select Amazon account balance in the repayment options and sign in to your account. To do so login and grant access using your amazon email address. You have the option to associate these details with your Southern account to speed up this process in future. Once your claim is processed we will reimburse your Delay Repay claim directly into your Amazon account balance.

National Rail vouchers can be used as payment (or part payment) towards any National Rail ticket, including season tickets. You can also exchange National Rail vouchers for cash at any Gatwick Express, Great Northern, Southern or Thameslink ticket office, as long as they were issued by one of these four train companies.

National Rail vouchers and E-vouchers are valid for 12 months.

Avoid failed payments

We’ve been working hard to offer a range of repayment methods for Delay Repay. Some of these payment methods will fail if you do not provide accurate information. Here are some top tips to avoid a failed payment:

• If you select BACS payment, double check that the sort code and account number you supply are correct and it is for the account you want the payment to go into

• If you select PayPal, you must have a PayPal account and you must check that the email address you supply at the payment method stage of the claim is valid and relates to your PayPal account

• If you opt for a cashable voucher, please make sure the address you provide is correct and up to date

In the event that one of the electronic payment methods fail, we will write to you and send a cashable national rail voucher instead.

Period	Volume of delay compensation claims received	Volume of delay compensation claims approved	Value of total delay compensation paid	Average time for claims to be processed in working days
Period 1 (01/04/2022 - 30/04/2022)	14,838	12,331	£82,688.20	2.4
Period 2 (01/05/2022 - 28/05/2022)	11,116	9,946	£63,275.80	2.6
Period 3 (29/05/2022 - 25/06/2022)	15,661	10,293	£77,461.90	2
Period 4 (26/06/2022 - 23/07/2022)	34,616	24,238	£184,664.70	2.2
Period 5 (24/07/2022 - 20/08/2022)	37,976	30,247	£216,242.20	2.2
Period 6 (21/08/2022 - 17/09/2022)	28,225	25,398	£166,334.30	2.4
Period 7 (18/09/2022 - 15/10/2022)	25,832	19,962	£154,625.00	2.1
Period 8 (16/10/2022 - 12/11/2022)	33,383	26,771	£178,674.10	2.2
Period 9 (13/11/2022 - 10/12/2022)	29,293	26,336	£165,055.60	2.2
Period 10 (11/12/2022 - 07/01/2023)	41,297	26,125	£222,775.80	1.9
Period 11 (08/01/2023 - 04/02/2023)	43,962	36,202	£296,073.60	1.9
Period 12 (05/02/2023 - 04/03/2023)	31,637	27,423	£208,366.20	1.9
Period 13 (05/03/2023 - 31/03/2023)	20,979	18,770	£141,649.10	1.9

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Apply for Delay Repay online

You'll need to upload proof of travel, so be sure to have a scanned copy of your ticket or payment receipt ready.

Claim compensation now

What is Delay Repay?

Donate your Delay Repay

How to claim Delay Repay

Scanning and uploading images

Season ticket holders (weekly or longer)

Flexi season ticket holders

Day ticket holders

Explore Delay Repay compensation

Apply for Delay Repay online

Claim Delay Repay

Apply by post

Delay Repay FAQs

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