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Delay Repay compensation

We know how frustrating train delays can be, and we do our best to keep you moving. But if you’re delayed by 15 minutes or more, you may be entitled to compensation.

What is Delay Repay? 

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

You’re entitled to compensation for any delay or cancellation that causes you to arrive 15 minutes or more behind schedule, except where delays have been caused by planned engineering works.

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.

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.

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 SOUTHERN
Govia Thameslink Railway
Unit 16
Coalfield Way
Ashby-De-La-Zouch
LE65 1JT

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

Apply online here

Paper ticket (you need one of the following)

Apply online here

Paper ticket (you need one of the following)


Applying online

Use the online form to claim Delay Repay compensation for delayed or cancelled journeys.

All fields marked * are required.

Scanning and uploading images

  • You can only upload one image per claim. If you are uploading images of several documents, please scan them all as a single image
  • The maximum size for scanned images is 1MB each
Apply 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.

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 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

How we'll compensate you

It’s your right to receive your compensation in the same way you paid for your ticket.The full range of repayment options available through the online claim form is:

  • 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
  • Cheque

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.

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.

Enhanced compensation

If you are a Season Ticket holder, you may be entitled to claim enhanced compensation. Enhanced compensation may be available if your train is delayed by 30 minutes or longer for 12 days or more in a reporting period.

Find out more

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 or cheque, 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.

Got more questions?