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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.

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.

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.

Paper ticket

  • Your original ticket
  • A ticket receipt, if you no longer have your ticket
  • A scan or photograph of your season ticket and photocard

Key smartcard

  • 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
Unit 16
Coalfield Way
Ashby-De- La-Zouch
LE65 1JT

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.

What are you entitled to?

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)

If your commute has been consistently delayed by over 30 minutes, you may be entitled to enhanced compensation.

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 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 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

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

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

Avoiding failed BACS and PayPal payments

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

Got more questions?