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.
If you are a season ticket holder, you can also submit a claim online using the link below:
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.
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|
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.
Written applications should be posted to:
PO Box 3021
Bristol BS2 2BS
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.