We can sometimes offer enhanced compensation for season ticket holders who consistently experience delays of 30 minutes or more. This page explains how the scheme works and how to claim.
What is enhanced compensation?
The Delay Repay scheme compensates you for any journey delayed by 15 minutes or more.
If there are persistent delays on a route, season ticket holders are also sometimes entitled to enhanced compensation.
Enhanced compensation is payable when you experience delays to your journey of 30 minutes or more on any 12 days in the same four-week ‘reporting period’. These periods are shown in the table.
2017 - 2018 Reporting Periods:
|Business Period||Period Dates|
|Period 1||1 April to 29 April 2017|
|Period 2||30 April to 27 May 2017|
|Period 3||28 May to 24 June 2017|
|Period 4||25 June to 22 July 2017|
|Period 5||23 July to 19 August 2017|
|Period 6||20 August to 16 September 2017|
|Period 7||17 September to 14 October 2017|
|Period 8||15 October to 11 November 2017|
|Period 9||12 November to 9 December 2017|
|Period 10||10 December 2016 to 6 January 2018|
|Period 11||7 January to 3 February 2018|
|Period 12||4 February to 3 March 2018|
|Period 13||4 March to 31 March 2018|
If you’re entitled to enhanced compensation, you can choose how you’d like to compensated:
- 2 day-return journeys anywhere on the entire GTR network, valid for 12 months
- National Rail vouchers to the value of a single journey between the stations covered by your season ticket
National Rail vouchers can be used for payment or part payment towards any National Rail ticket nationwide. Vouchers issued by Gatwick Express can be exchanged for cash at any Gatwick Express, Southern, Great Northern or Thameslink ticket office.
How to claim compensation
Please download, print and post a claim form.
We’ll need some details about your delayed journeys along with a copy of your season ticket and photocard or your Oyster statement.
Oyster and key smartcard season tickets
If your season ticket is on the key smartcard you should include your smartcard number on the claim form instead of a copy of your ticket.
If you have an Oyster season ticket, along with your Oyster statement, you must also include a receipt showing:
- the date you bought your season ticket
- the price you paid
- the zones covered by your Oyster card
Posting your completed formPlease send your form to:
Govia Thameslink Railway
We’ll double check your details against our travel records and aim to process your claim within 20 working days.