Delay Repay
Delay Repay is a scheme operated by the majority of the 'newer' Train Operating Companies which is supposed to compensate anyone for being delayed on the rail network.
The details vary from company to company with some being more generous than others.
Contents |
Southeastern
Southeastern started their scheme on July 1st 2011. In their scheme you claim within 28 days of the delay.
You need to have proof of travel which is one of the following:
- the original ticket
- a ticket receipt
- copy of your season ticket,
- if you are a registered Oyster pay as you go user, a journey receipt.
You can then apply either online or by filling in a form available online (694 KB) or at stations and sending it in the post.
They claim to respond within ten days.
Single and return tickets
If you have a single or return ticket the level of compensation is calculated as follows:
| Delays of | |||
|---|---|---|---|
| Ticket type | 30-59 minutes | 1 to 2 hours | 2 hours or more |
| Single | 50% of single ticket price | 100% of single ticket price | 100% of single ticket price |
| Return | 25% of return ticket price | 50% of return ticket price | 100% of return ticket price |
Weekly and longer season ticket holders
Season ticket compensation is based on the basis of an annual season ticket covering the cost of 546 journeys. It’s calculated on the basis of
- one return journey being made every Monday to Friday (520 journeys)
- and one return journey being made one weekend in four (26 journeys).
An annual season ticket is total of 546 journeys:
- A quarterly season ticket is a total of 136.5 journeys (546 ÷ 4)
- A monthly season ticket is a total of 45.5 journeys (546 ÷ 12)
- A weekly season ticket is a total of 10.5 journeys (546 ÷ 52)
Your compensation will be calculated on the proportional daily cost of your ticket.
Southern
Southern has used Delay Repay for a longer time than Southeastern but the details are fairly similar
Single and return tickets
If you have a single or return ticket the level of compensation is calculated as follows:
| Delays of | |||
|---|---|---|---|
| Ticket type | 30-59 minutes | 1 to 2 hours | 2 hours or more |
| Single | 50% of single ticket price | 100% of single ticket price | 100% of single ticket price |
| Return | 25% of return ticket price | 50% of return ticket price | 100% of return ticket price |
Weekly and longer season ticket holders
Your compensation will be calculated on the proportional daily cost of your ticket.
Gatwick Express
Gatwick Express also usesDelay Repay
Single and return tickets
If you have a single or return ticket the level of compensation is calculated as follows:
| Delays of | |||
|---|---|---|---|
| Ticket type | 30-59 minutes | 1 to 2 hours | 2 hours or more |
| Single | 50% of single ticket price | 100% of single ticket price | 100% of single ticket price |
| Return | 25% of return ticket price | 50% of return ticket price | 100% of return ticket price |
Weekly and longer season ticket holders
Your compensation will be calculated on the proportional daily cost of your ticket.
East Coast
East Coast, not being a Govia based company has a similar Delay Repay scheme although unlike the others have additional information on what is exempt and their season ticket compensation appears to be better.
Their scheme applies to all ticket types (including Season Ticket holders) and is irrespective of what caused the delay. The scheme applies to all tickets, from daily tickets through to annual season ticket holders.
Single and return tickets
- Customers delayed on East Coast services between 30 and 59 minutes will receive compensation of at least 50% of the cost of a single ticket or at least 50% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).
- Customers delayed on East Coast services between 60 and 119 minutes will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of either portion of a return ticket (by 'portion' we mean either the outward or the return part of a return ticket).
- Customers delayed on East Coast services for 120 minutes or longer will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of a return ticket (i.e. both ways, not just one way).
Weekly and longer season ticket holders
Weekly and season ticket holders will receive the above compensation as a proportional daily cost of the price of the ticket. For example, if a claim is made for one journey on a weekly season ticket, the value of compensation will be based upon 1/10th of the price of the season.
Exceptions
- East Coast don't normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.
- East Coast don't accept liability for any loss caused by delay to your journey, cancellation of any train, missed connection, or closure of the railway.
- East Coast will only pay compensation under one scheme in respect of the same journey. If you wish to claim compensation under more than one scheme (for example, if you were delayed by over 30 minutes and the seat you reserved wasn't available) then the scheme giving you the highest level of compensation will take precedence.
