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.
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.
Applying online is quick and easy, and you can create an online account to
store your details for future visits.
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.
- Your original ticket
- A ticket receipt, if you no longer have your ticket
- A scan or photograph of your season ticket and photocard
- Your key smartcard number (shown on the front of your card)
Smartcard from another train company (including Southeastern Key Card holders)
- Your smartcard number
- A receipt or booking confirmation showing details of the tickets 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 printout showing where you touched in and out and the cost of your
- You can get detailed information about your Oyster and contactless
journeys from your account page on the TfL website
If you’re claiming by post, send your form to:
Freepost RTGL-ELXC- HAUU
Govia Thameslink Railway
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. Thameslink reserves the right to
prosecute fraudulent claimants. Claims must be made by the person who
experienced the delay except under mitigating circumstances.