Has a delayed Gatwick Express service made you late? You can claim Delay Repay compensation if you’re delayed by 15 minutes or more.
Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations.
You’re entitled to compensation for any delay or cancellation that causes you to arrive 15 minutes or more behind schedule, except where delays have been caused by planned engineering works.
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.
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.
Oyster pay as you go or contactless payment
If you’re claiming by post, send your form to:
Freepost SOUTHERN RTGL-ELXC-HAUU
Govia Thameslink Railway
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.
If you have a season ticket…
We’ll calculate your compensation by working out the value of each single journey your ticket covers:
So if you're delayed by:
If your commute has been consistently delayed by over 30 minutes, you may be entitled to enhanced compensation.
If you have a day ticket…
You’re owed the following compensation if you’re delayed by:
It’s your right to receive your compensation in the same way you paid for your ticket. The full range of repayment options available through the online claim form is:
The online form is the most secure way for us to receive your payment details. We can’t accept financial information by post, so the repayment options are more limited.
National Rail vouchers can be used as payment (or part payment) towards any National Rail ticket, including season tickets. You can also exchange National Rail vouchers for cash at any Gatwick Express, Great Northern, Southern or Thameslink ticket office, as long as they were issued by one of these four train companies.