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.
Claiming while we are operating an amended Thameslink and Great Northern service
If your journey is delayed by 15 minutes or more, you can claim compensation. Whilst we work with our industry partners to reduce short notice cancellations, our passengers travelling on Great Northern or Thameslink services can claim against either the original May 2018 timetable shown on www.railplan2020.com, or the train service in place on the day you travelled.
Please only claim for the train you intended to catch and the total delay you experienced. For example if you claim for consecutive trains on a particular day you may have your claims declined.
If there are persistent delays on a route, season ticket holders are also sometimes entitled to enhanced compensation.
How to claim Delay Repay
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
- 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 journey
- 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.