Delays and compensation
Your questions about claiming Delay Repay compensation on Gatwick Express answered here…
What is delay repay?
How do I claim compensation for a delay to my journey?
Will I get compensation if my train is cancelled?
What information do I have to provide to claim?
Can I submit more than one Delay Repay claim at a time?
Yes, if you use the online form, you can submit up to 3 claims. Each claim is processed separately so you will receive a separate contact for each claim you make and they may be processed at different times.
How is Delay Repay calculated?
Season ticket holders (weekly or longer)To calculate the compensation value of each journey, we divide the cost of your season ticket by 464; other period tickets are calculated pro-rata on the same basis.
- 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 journey
- a weekly season ticket covers 10 single journeys
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)
Day ticket holders
If you're delayed by:
- 15-29 minutes you're entitled to at least 25% of the single fare paid, or for 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 for 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 for 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
Also, if you are delayed by 2 hours hours or more between London Victoria and Gatwick Airport in either direction and you had a daily ticket, we’ll compensate you to the full cost of the ticket plus an extra 50%. This only applies to journeys on the Gatwick Express between London Victoria and Gatwick Airport.
How will compensation be paid?
Your statutory rights are to receive your compensation in the same way you paid for your ticket. The full range of repayment options are available through the online form. These are:
- Electronic bank transfer (BACS)
- E-voucher (you must have an online account with us)
- PayPal (you must have a PayPal account)
- Visa debit/credit
- Cashable voucher (these may be exchanged for cash at any Gatwick Express, Great Northern, Southern or Thameslink ticket office)
Repayment options on the postal form are more limited. If you do not select a preferred method of repayment on the postal form, we will issue cashable vouchers.
Can I make several claims on one form?
What are the benefits of applying online?
Can I cash in all National Rail Vouchers at Gatwick Express, Great Northern, Southern or Thameslink ticket offices?
Only cashable rail vouchers (blue vouchers) issued by us can be exchanged for cash at our ticket offices. We do not have an agreement with other train operating companies to cash their vouchers and in most cases, these vouchers are not of the cashable variety. You should contact the train company who issued the vouchers if you have any queries.
Can I change my payment preference once my delay repay has been submitted?
Can I exchange my old vouchers for one of the new payment methods?
How can I make sure my compensation payment goes to the right place?
Make sure you have provided accurate information for the repayment method you have chosen to avoid failed payments for Delay Repay claims.
Here are some top tips to avoid a failed payment:
- BACS bank account payments - double check the sort code and account number you supply are correct and it is for the account you want the payment to go into
- PayPal payments - you must have a PayPal account and you must check the email address you supply at the payment method stage of the claim is valid and relates to your PayPal account
- Cashable voucher or cheque - please make sure your address is correct and up to date If one of the electronic payment methods fail, we will write to you and send a cashable national rail voucher instead.
How do I make a claim on behalf of a third party if we travelled together?
1. After you have made a claim for yourself using the ticket you travelled on, select ‘add another claim’
2. Choose ‘copy details from claim 1’ which will populate the same journey information
3. Make sure you give the correct ticket information for the other person who travelled following the on screen instructions. If you give the same ticket information more than once the claim will be rejected as a duplicate
4. If you need to make more than 3 claims, simply repeat the process
Just so you know, each claim submission is assessed separately so you may hear from us at different times.
I use Oyster pay as you go - can I still claim?
Yes - if you’ve travelled on our services and your journey has been delayed by more than 15 minutes you can claim.
You do need to provide a copy of your Oyster statement showing the journey(s) you are claiming for. Statements are available online from the TfL website or from a London Underground ticket office.
Please contact TfL if your tube or DLR journey is delayed for more than 25 minutes, or your London Overground journey is delayed by more than 30. You can apply online through your Oyster account.
Why do I have to provide you with information about my ticket, don’t you know?
Why do you limit the range of compensation methods on postal applications?
In order to complete repayment by credit/debit card or bank transfer we need your personal financial information. It is perfectly secure to provide this information online but we cannot guarantee its security by post. You must have an online account with us to be able to accept e-voucher compensation. As part of the online application process, only those who have created an account are offered e-vouchers as a method of repayment and PayPal will only be available if you have a PayPal account.
Season Ticket holders – enhanced compensation
If there's a period of sustained poor performance, season ticket holders may be entitled to enhanced compensation.
This could be two free return journeys anywhere on our network to be used within 12 months or National Rail Travel Vouchers for the value of a single journey between the stations for which your ticket is valid. Find out more and claim online
Why don’t you accept claims from a third party?
So that we can process claims as quickly as possible, it is important that you use our systems and tools to do this. As you are the person who has experienced the delay, you are the best placed to tell us what happened.
Why are credit/debit card repayments not an option?
What if I am delayed on a multi-leg journey?
If you are travelling with more than one train operator and you experience a delay, it is important that you make your claim for compensation to the operator that caused the initial delay. It is important that you leave sufficient time to maintain connections (including crossing London connections). Compensation will only be paid for missed connections when enough time has been left to meet the connection and you hold a ‘through’ ticket that covers the entire journey. Further details can be found at nationalrail.co.uk
What if I want to have my compensation paid back to my credit/debit card?
What is acceptable proof of travel?
- Your original ticket
- The ticket receipt (if you no longer have your ticket)
- A scan or photograph of your season ticket and photocard
The key smartcard:
- Key smartcard number (found on the front of your smartcard)
- If you have a smartcard issued by another train company, please provide the card number and the receipt/booking confirmation showing details of the ticket(s) held on your smartcard
Oyster and contactless:
- 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 print-out showing where you touched in and out and the cost of your journey
To access your Oyster or Contactless journey information visit www.tfl.gov.uk
Please note there is an attachment limit of 5mb in place
If my claim was declined or not processed, what should I do?
If we declined your claim or were unable to process it for any reason, we will contact you to tell you and we will provide a claim reference number. If you would like us to reconsider your claim you should complete the online form again selecting “Resubmitted claim” under ‘reason for claim’. You will be prompted to provide the case reference number we provided you with. You’ll need to include any missing or additional information we’ve asked for so that we can now process your claim.
Why can I only make one 120 minute (2 hour) delay claim in a day?
Why can’t I have money put back onto my American Express card?
Unfortunately American Express have told us that at present they can’t support the solution which the card payment industry is developing for rail. Because of this we are unable to offer Delay Repay repayments back to American Express cards.
Why can’t you give me Delay Repay automatically?
Why create an account?
Why do I have to provide my season ticket information again?
Why do you now ask for the ticket number?
Why is Delay Repay limited to 15 minutes?
Why must I submit my claim within 28 days?
Why was my claim declined or not processed?
Your claim may be declined for a number of reasons and the specific reason for this will be provided to you in our response. Common reasons for turning down a claim are:
- Your claim was submitted outside of 28 days
- Your ticket was not valid for the journey you have claimed for – please check the details of your ticket
- We were unable to find a delay of 15minutes or more
- The delay occurred with a different train operator
- You have exceeded the maximum compensation payable for a day’s travel*
Why were you unable to complete my claim?
Claiming compensation from other train companies and TfL
It is important that you claim compensation for any delays from the operating company that you travelled with and on who’s service you were delayed. You will need to provide them with details of your ticket.
If you are a Key Smartcard holder, please visit your online account to access your booking confirmation or journey statement and provide this to the train operator or TfL.
Can I claim for additional losses following disruption?
Our Passenger’s Charter describes the compensation available through the 'Delay Repay' scheme.
The compensation we offer exceeds that which is set out in the National Rail Conditions of Travel. You cannot recover the same money twice, but you may be entitled to recover up to the price of your ticket where you can demonstrate that a service has not been delivered with reasonable care and skill.
If you feel you may be eligible for further payment please contact our customer relations with the full details of your claim.