Delay Repay compensation

If you have a season ticket

We’ll calculate your compensation by working out the value of each single journey your ticket covers:

• 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

So 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

If you have a day ticket

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 if you bought 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 if you bought 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

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 Thameslink 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.

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

Download the form

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

Repayments using BACS or PayPal can fail if the payment information you give us is inaccurate or incomplete.

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

If you select PayPal:

• you must have a PayPal account
• the email address you enter must be valid
• the email address you enter must be the one that relates to your PayPal account