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You are here: Home > Your Journey > Delay Repay

Delay Repay

If we have delayed your train journey by more than 30 minutes, regardless of the cause, then Gatwick Express will compensate you for your train travel. You can claim compensation from us under our Delay Repay scheme.

How it works

If you have been delayed and wish to claim compensation then you must do so within 28 days of your delay. To do this you need to make sure you have proof of travel.

This could be your original ticket, a ticket receipt, or a copy of your season ticket. You submit your claim by filling out a Delay Repay claim form. You can find these at any Southern station, including Gatwick Airport and London Victoria, or download the form below and post it to us.

pdf icon Download Delay Repay form

If you are a season ticket holder, you can also submit a claim online using the link below:

Online Delay Repay form

Please read our frequently asked questions regarding the Delay Repay form.

You will find details of both schemes outlined in our Passenger's Charter which is available at all Southern staffed stations or to download.

 Download the Passengers' Charter Leaflet (787KB)

Levels of compensation

Single and return tickets

If you have a single or return ticket the level of compensation is calculated as follows:

Delays of 30-59 minutes Delays of 1 hour or more Delays of 2 hours or more
50% of single ticket price 100% of single ticket price 100% of single ticket price
25% of return ticket price 50% of return ticket price 100% of return ticket price

Season tickets

Your compensation will be calculated on the proportional daily cost of your ticket. More information on how this is calculated can be found in our Passenger's Charter.

What do I do next?

If you wish to claim compensation then you can print the downloadable form, pick up a leaflet from any of our staffed stations or, if you are a season ticket holder, submit an online application.

pdf icon Download Delay Repay form

Written applications should be posted to:

Gatwick Express Delay Repay
Unit 16 Coalfield Way
LE65 1JT

Your written application should be submitted within 28 days of the delay and must include your original ticket, a ticket receipt, a copy of your season ticket or a journey receipt if you are a registered Oyster pay as you go user. We will respond to your claim within four weeks.

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How many tickets?