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Enhanced compensation

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

OR

  • 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

Download enhanced compensation claim form

Posting your completed form

Please send your form to:

Freepost RTGL-ELXC-HAUU
Govia Thameslink Railway
Unit 16
Coalfield Way
Ashby-De-La-Zouch
LE65 1JT


We’ll double check your details against our travel records and aim to process your claim within 20 working days.