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Southern Rail Delay Repay

On average, there are about 500,000 individual journeys made through the Southern Network. When people need to travel, they choose us. Whether they need to quickly get to work, get to the airport, have a nice outing at the beach, go to the bar or simply need to get home, they choose Southern trains.

Southern’s Areas of Operations

With 156 unique stations, Southern cover many different routes in the following:

  • South London (the southern coastal area and central London
  • East & West Sussex
  • Surrey
  • Kent & Hampshire (some parts, not all)

Southern Rail Map

You can find the Southern main London train stations at Victoria & London Bridge. In total, they have a robust operation of over 4,000 staff members and we have 300 trains that range from new to refurbished condition.

Southern Information

Govia Thameslink Railway is who owns Southern Railway Ltd. Govia is a network of train companies that include Gatwick Express, Thameslink Services & Great Northern. Govia was founded under a partnership between Keolis and Go-Ahead Group to help consolidate services and businesses.

Southern Compensation, Delays & Returns

If you’ve experienced a delay of 15 minutes or more on an expected train, you may be compensated or refunded for your ticket. However, compensation is discretionary and any delays caused by engineers will not be credited with compensation.

Claiming Compensation

If you’re a season ticket holder, you could be due compensation for the week or even more depending on the circumstances. To determine how much compensation your due, Southern will devide the total cost of a seasonal ticket by 464. If you’re not a season ticket holder, Southern use a pro-rata calculation to determine your compensation.

You’re covered for 464 journeys on an annual season ticket

  • If you hold a six-monthly season ticket, you’re covered for 240 journeys
  • Quarterly ticket holders have coverage for 120 journeys
  • For monthly ticket holders, you’re covered for 40 journeys
  • Finally, for weekly ticket holders, you’re covered for 10 journeys

Delay Times & Compensation for Season Ticket Holders

  • If your train is late from 15 to 29 minutes, you will be compensated with 25% of the journey
  • If your train is late from 30 to 59 minutes, you will be compensated with 50% of the journey
  • If your train is late from 60 to 119 minutes, you will be compensated with 100% of the journey
  • If your train is 120 minutes late or more, then you’ll be given compensation for an entire day’s worth of travel, including the return

Delay Times & Compensation for Day Ticket Holders

  • If your train is late 15 to 29 minutes, you’ll get up to 25% of the fare you paid or 25% of the portion time that was affected
  • If your train is late 30 to 59 minutes, you’ll get 50% compensation with the above terms
  • For trains that are late from 60 to 119 minutes, you’ll get 100% of the fare you paid or 50% of the return fare
  • In the rare event of a train being late 120 minutes or more, you’re due 100% compensation

You MUST have valid proof of purchase and travel if you’re filling out a compensation claim form. We must be able to validate your purchase.

  • You need to have the original ticket you purchased
  • If you don’t have your ticket, you’ll need a ticket receipt
  • If available, a picture of your seasonal ticket would be helpful
  • Your key Smartcard number (for those issued a Smartcard by another company, we need the details of the tickets on that Smartcard)

For Oyster Seasonal Ticket Holders

  • The zones covered in the terms of your Oyster card
  • Your date of purchase

If you visit the TfL website, you can get detailed information on your Oyster account. If you have a Contactless journey, it should be on there. Any statement you need will be available on, provided that you have a registered card.

For those that are claiming by post, you need to manually send a form to:
Govia Thameslink Railway
Unit 16
Coalfield Way
LE65 1JT

For every person that experiences a delay, every individual must submit their own delay repay claim. This rule doesn’t apply to children and you can view those rules by clicking here.

Please Note: All multiple claims for the same journey will automatically be declined and if you’re expecting compensation, these will then be delayed as we investigate your claim.

How Will I Be Compensated?

You can do a bank transfer (BACS)
You can receive an E-Voucher but you must have an account with us
You can be paid through PayPal (it’s free to sign up)
A cash voucher that can be traded for cash at any Gatwick Express, Northern, Southern or Thameslink ticket office
A personal cheque

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