Delay Repay · Southeastern · checked 25 September 2026
Delay Repay with Southeastern
Southeastern pays Delay Repay when a delay or cancellation to its train gets you to your destination 15 minutes or more late. You claim on Southeastern's own site within 28 days, as a guest or with an account.
At a glance
- Pays from: 15 minutes late at your destination, whatever the cause.
- Claim within: 28 days from the date of the delayed journey.
- Where: southeasternrailway.co.uk, Delay Repay, online or on a Freepost paper form.
- One click: for Key cards and for eTickets, sTickets and Advance tickets bought from Southeastern, once you opt in.
How much
| Late by | Single | Return | Season ticket |
|---|---|---|---|
| 15 to 29 minutes | 25% | 12.5% | 25% of one journey |
| 30 to 59 minutes | 50% | 25% | 50% of one journey |
| 60 to 119 minutes | 100% | 50% | 100% of one journey |
| 2 hours or more | 100% | 100% | Two journeys |
Singles and returns are a share of the whole ticket price. Oyster and contactless pay as you go count as a single for the journey you made.
Season tickets
One journey is the price divided by 10 for a weekly, 16 for a flexi, 40 for a monthly, 120 for a quarterly and 464 for an annual. The most a season earns in a day is two journeys. Under a do not travel warning, season and flexi holders claim as delayed by two hours or more.
How to claim
Claim online as a guest or with an account, or post the Freepost form from Southeastern's site or a station; one paper form covers up to two journeys. Each person claims separately: a group claim under one name is declined as a duplicate, though family members can share contact and payment details.
What the form asks for
- Date, booked departure time, where you started, where you changed and where you were going.
- One of: a copy of the ticket, a season's photocard number, your Key card number, the eTicket or sTicket reference under the QR code, or your Southeastern booking reference.
- Tickets from another retailer: a copy of the ticket or the eTicket reference. Their order references are not accepted.
- Oyster or contactless: a TfL journey statement. Card statements, receipts and confirmation emails are not accepted.
How you are paid
Bank transfer, PayPal, a Southeastern eVoucher, cashable National Rail vouchers up to £50 (a cheque above that), or a donation to one of its charities. Southeastern cannot pay to a debit or credit card. The paper form offers PayPal or vouchers only.
One Click Delay Repay
Key card holders, and eTickets, sTickets and Advance tickets bought on Southeastern's website or app, can opt in through their account. Southeastern creates a claim within 48 hours of a delay on its trains, and you confirm, change or reject it. It needs you to tap or scan in and out, or tap once and have regular journeys saved. It does not cover tickets from other retailers or paper seasons.
Cancelled trains and missed connections
If you started by train and finished some other way, claim Delay Repay. If you went back to where you started, or did not travel, ask for a refund instead.
On a journey with more than one company, claim from the one that caused the first delay, even if later trains were late too. Send it to Southeastern by mistake and it passes it on and tells you.
Worth knowing
- When the timetable was changed in advance, for engineering or weather, lateness is measured against the changed one.
- To appeal, reply to the decision email, use the contact form, or call 0345 322 7021 with your claim reference.
- Taxis and other costs are handled separately by Customer Services, case by case.
Platted keeps the record for you
Platted keeps every journey you take with it for 13 months, with what a claim form asks for: the date, the stations, the booked and actual times, how late, why, and the operator. Each one copies with a tap. When a train arrives late enough to claim, Platted tells you once, then once more a week before the window shuts.
You claim on the operator's own site. Platted does not claim for you, sends the operator nothing and takes nothing from what you are paid.
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Every other operator is on the Delay Repay page.
Checked against the Delay Repay page on southeasternrailway.co.uk and Delay Repay questions on 25 September 2026. If Southeastern changes its rules, its own page is right and this one is out of date: tell us at [email protected].