Delays and compensation

Paper ticket:

• 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)
• 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 and contactless:

• 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

To access your Oyster or Contactless journey information visit www.tfl.gov.uk

Please note there is an attachment limit of 5mb in place

eTicket

• The UTN number of your ticket or
• An image of the ticket valid for travel

mTicket

• The UTN number of your ticket or
• An image of the ticket valid for travel
  
  (Your Retailer should be able to supply you with these details)

Season ticket holders (weekly or longer)

• 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 journey
• 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)

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 for 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 100% of the fare paid for the affected portion
• 120+ minutes you're entitled to 100% of the cost of the fare paid whether it was for a single or return journey

Your statutory rights are to receive your compensation in the same way you paid for your ticket. The full range of repayment options are available through the online form. These are:

• 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)
• Cashable voucher (these may be exchanged for cash at any Gatwick Express, Great Northern, Southern or Thameslink ticket office)

Repayment options on the postal form are more limited. If you do not select a preferred method of repayment on the postal form, we will issue cashable vouchers.

An eVoucher is provided where compensation has been claimed for a delay or cancellation to a service that affected your journey. This is part of the Delay Repay compensation process. An eVoucher will be added to your online account which in turn can be used for products that are available from this website.

To use your eVoucher, you will see your voucher total in the delivery options screen once you have selected your product(s) and you will have the option to use some or all of your voucher as payment in full or towards that product.

Please note that eVouchers cannot be exchanged and are valid for 12 months from the day of issue.

Yes, if you use the online form, you can submit up to 3 claims. Each claim is processed separately so you will receive a separate contact for each claim you make and they may be processed at different times.

If you are travelling with more than one train operator and you experience a delay, it is important that you make your claim for compensation to the operator that caused the initial delay. It is important that you leave sufficient time to maintain connections (including crossing London connections). Compensation will only be paid for missed connections when enough time has been left to meet the connection and you hold a ‘through’ ticket that covers the entire journey. Further details can be found at nationalrail.co.uk

Make sure you have provided accurate information for the repayment method you have chosen to avoid failed payments for Delay Repay claims.

Here are some top tips to avoid a failed payment:

• BACS bank account payments - double check the sort code and account number you supply are correct and it is for the account you want the payment to go into
• PayPal payments - you must have a PayPal account and you must check the email address you supply at the payment method stage of the claim is valid and relates to your PayPal account
• Cashable voucher - please make sure your address is correct and up to date  If one of the electronic payment methods fail, we will write to you and send a cashable national rail voucher instead.

Your claim may be declined for a number of reasons and the specific reason for this will be provided to you in our response. Common reasons for turning down a claim are:

• Your claim was submitted outside of 28 days
• Your ticket was not valid for the journey you have claimed for – please check the details of your ticket
• We were unable to find a delay of 15 minutes or more
• The delay occurred with a different train operator
• You have exceeded the maximum compensation payable for a day’s travel*

If we declined your claim or were unable to process it for any reason, we will contact you to tell you and we will provide a claim reference number. If you would like us to reconsider your claim you should complete the online form again selecting “Resubmitted claim” under ‘reason for claim’. You will be prompted to provide the case reference number we provided you with. You’ll need to include any missing or additional information we’ve asked for so that we can now process your claim.

So that we can process claims as quickly as possible, it is important that you use our systems and tools to do this. As you are the person who has experienced the delay, you are the best placed to tell us what happened.

In order to complete repayment by credit/debit card or bank transfer we need your personal financial information. It is perfectly secure to provide this information online but we cannot guarantee its security by post. You must have an online account with us to be able to accept e-voucher compensation. As part of the online application process, only those who have created an account are offered e-vouchers as a method of repayment and PayPal will only be available if you have a PayPal account.

Only cashable rail vouchers (blue vouchers) issued by us can be exchanged for cash at our ticket offices. We do not have an agreement with other train operating companies to cash their vouchers and in most cases, these vouchers are not of the cashable variety. You should contact the train company who issued the vouchers if you have any queries.

Unfortunately American Express have told us that at present they can’t support the solution which the card payment industry is developing for rail. Because of this we are unable to offer Delay Repay repayments back to American Express cards.

It is important that you claim compensation for any delays from the operating company that you travelled with and on who’s service you were delayed. You will need to provide them with details of your ticket.

If you are a Key Smartcard holder, please visit your online account to access your booking confirmation or journey statement and provide this to the train operator or TfL.

Our Passenger’s Charter describes the compensation available through the 'Delay Repay' scheme.

The compensation we offer exceeds that which is set out in the National Rail Conditions of Travel. You cannot recover the same money twice, but you may be entitled to recover up to the price of your ticket where you can demonstrate that a service has not been delivered with reasonable care and skill.

If you feel you may be eligible for further payment please contact our customer relations with the full details of your claim.