Delay Repay
Has a delayed Gatwick Express service made you late? You can claim Delay Repay compensation if you’re delayed by 15 minutes or more.
What is Delay Repay?
Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations.
If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Gatwick Express service, you can claim Delay Repay compensation. Delay Repay is a national scheme train companies use to compensate passengers for delays or cancellations.
You will find details of the scheme outlined in our new Passenger's Charter which is available at all our staffed stations or online on the Passenger's Charter page.
Donate your Delay Repay
We have set up a new partnership with both Samaritans & Railway Children, following customer feedback, giving you the option to donate to either cause if your train is delayed for 15 minutes or more.
We have chosen to partner with these organisations as they support mental health and young people, two key focus areas for us. 100% of the funds raised by passengers will go to ensuring that Samaritans and Railway Children can continue their life-saving and life-enhancing work.
Simply apply for Delay Repay and select the charity that you would like to donate to.
How to claim Delay Repay
You need to apply for compensation online or by post within 28 days of your delayed journey. We’ll respond to your claim within 20 working days, however unless there has been a period of disruption you should hear back from us within 5 days.
To complete the online or printed form, you’ll need proof of travel. Valid proof of travel depends on what type of ticket you have.
Paper ticket
- Your original ticket
- A ticket receipt, if you no longer have your ticket
- A scan or photograph of your season ticket and photocard
Oyster pay as you go or contactless payment
- A printout showing where you touched in and out and the cost of your journey
- You can get detailed information about your Oyster and contactless journeys from your account page on the TfL website.
If you’re claiming by post, send your form to:
Freepost RUET-ZEJB-TKKZ
Govia Thameslink Railway
Derby
DE1 9RQ
Please note that each individual traveller must submit their own delay repay claim (unless it is for a child or under mitigating circumstances - more information here). If you submit multiple claims for the same journey these will be declined and will add a delay to you receiving any compensation due.
All claims are checked and verified. Gatwick Express reserves the right to prosecute fraudulent claimants. Claims must be made by the person who experienced the delay except under mitigating circumstances.
Questions about Delay Repay?
Contact us by phone on 0345 850 1530 between 07:00 and 22:00.| Period | Volume of delay compensation claims received | Volume of delay compensation claims approved | Value of total delay compensation paid | Average time for claims to be processed in working days |
|---|---|---|---|---|
| Period 1 (01/04/2022 - 30/04/2022) | 334 | 218 | £1,718.70 | 2.4 |
| Period 2 (01/05/2022 - 28/05/2022) | 265 | 210 | £1,840.00 | 2.6 |
| Period 3 (29/05/2022 - 25/06/2022) | 253 | 173 | £1,593.40 | 2 |
| Period 4 (26/06/2022 - 23/07/2022) | 955 | 628 | £5,821.70 | 2.2 |
| Period 5 (24/07/2022 - 20/08/2022) | 1,069 | 873 | £6,711.50 | 2.2 |
| Period 6 (21/08/2022 - 17/09/2022) | 835 | 737 | £5,958.90 | 2.4 |
| Period 7 (18/09/2022 - 15/10/2022) | 616 | 461 | £4,947.90 | 2.1 |
| Period 8 (16/10/2022 - 12/11/2022) | 634 | 430 | £3,367.40 | 2.2 |
| Period 9 (13/11/2022 - 10/12/2022) | 699 | 504 | £4,210.50 | 2.2 |
| Period 10 (11/12/2022 - 07/01/2023) | 778 | 504 | £5,872.20 | 1.9 |
| Period 11 (08/01/2023 - 04/02/2023) | 1,082 | 795 | £8,091.20 | 1.9 |
| Period 12 (05/02/2023 - 04/03/2023) | 926 | 691 | £7,641.00 | 1.9 |
| Period 13 (05/03/2023 - 31/03/2023) | 643 | 646 | £7,095.80 | 1.9 |