Industrial action

For monthly and longer Season Ticket holders

If you were unable to travel or followed our advice and chose not to travel on a strike day, you can claim compensation through our Delay Repay scheme by claiming a delay of 120+ minutes which will provide you with the value of one day’s travel.

This only applies to monthly and longer season ticket holders and not for weekly season tickets.

On this occasion, you do not need to have travelled or have been delayed to claim compensation.

You need to apply for compensation online within 28 days of the strike date.

For Flexi Season Ticket holders

In order to claim compensation, you must activate a Day Pass on the strike day (not on the days before or after). Once you’ve activated your Day Pass you can claim compensation through our Delay Repay scheme by claiming a delay of 120+ minutes which will provide you with the value of one day’s travel.

On this occasion, you do not need to have travelled or have been delayed to claim compensation.

You need to apply for compensation online within 28 days of the strike date.

If you travelled and your train was delayed, you will be entitled to Delay Repay as usual. Note that delays will be calculated against the strike date timetable. Please do not claim Delay Repay compensation if the train you'd normally take is not listed in the revised timetable - compensation is only payable against an actual delay of fifteen minutes or more against the limited train service that will operate.

On these days, if you travelled and your train was delayed, you will only be entitled to the usual Delay Repay compensation. Note that delays will be calculated against the published timetable.

Please do not claim Delay Repay compensation if the train you'd normally take was not listed in the revised timetable - compensation is only payable against an actual delay of fifteen minutes or more against the limited train service that operated.

You cannot apply for the enhanced compensation available to monthly and longer Season ticket holders and Flexi Season ticket holders that was available on the strike days.

If your ticket was for a strike day and the alternative dates did not work for you then you can apply for a refund, although this may be subject to a £10 admin fee.

If you purchased your ticket (excluding season tickets) and you decided not to travel or you began your journey but decided not to complete it because the service/s you originally intended to travel on were cancelled or delayed or rescheduled, or your reservation was not honoured, you can get a full fee-free refund.

If you have a ticket on departure booking and you have not collected your ticket, please apply for a refund via the online refund form.

The following information is based on the different ticket types in place, if you hold a paper ticket and you’re not sure what type of ticket you have, please check the information printed on the orange stripe in the top left corner of the ticket for one of the following.

If you bought your ticket from us, then we can arrange a refund for you. If you bought your ticket from someone else, then you’ll need to go back to the original retailer of your ticket to arrange a refund.

If you have an Anytime, Off-Peak or Super Off-Peak ticket you can get a full fee-free refund if the train you intend to use is cancelled or delayed.

If you were planning to use the return portion of an Anytime, Off-Peak, or Super Off-Peak ticket on a strike day and haven't used the outward portion yet as the train you intended to use is cancelled or delayed, you can also get a full refund of your ticket without paying an admin fee.

If you have already used the outward portion of the ticket, and no longer want to use the return portion as the train you intended to use is cancelled or delayed, your refund will be calculated based on the travel you've already made, and you won't be charged an admin fee.

If you choose not to travel, you can apply for a refund on your ticket but this will be subject to a £10 admin charge.

You can obtain a refund via our online refund form (for all ticket types) or visiting one of our ticket offices (for paper or smartcard refunds).

If you bought your ticket from another retailer or train company, you will need to contact them to request your refund.

If you have an Advance ticket for a train that is scheduled for a strike day and you purchased your ticket from us you can get a full fee-free refund or change of journey.

This includes, if you have two Advance tickets which you intended to use as a return journey and;

• If one (either) of the legs is on a strike day and the train is cancelled, delayed or rescheduled, you can apply for a fee-free refund or change of journey for any unused legs/tickets
• If one (either) of the legs is on a strike day, and you choose not to travel because of the disruption, you can apply for a fee-free refund or change of journey for any unused legs/tickets

You can obtain a refund via our online refund form (for all ticket types) or by visiting one of our ticket offices (for paper or smartcard refunds).

If you bought your ticket from another retailer or train company, you will need to contact them to request your refund.

Unexpired Season tickets and Flexi Season tickets can be refunded at any time prior to the expiry of the ticket.

We will calculate how much is refunded based on the value left on your ticket on the day you submit your Season ticket less a £10 admin fee for refund.

You can find out how much refund you are due by using this calculator on the Southern website: Season ticket refund calculator.

Please see our refunds process for tickets here, for full details.

For more information see the Season Ticket Conditions page.

Please do not date your carnet ticket until you know for certain that you are going to travel, as it is not possible to amend the date of travel with these tickets once dated.

We can only refund your Carnet tickets, subject to a £10 admin fee if they are:

• Within 28 days from the expiry date of the tickets
• A complete unused book of tickets

A full refund is available before the period of validity starts, subject to a £10 admin fee. Tickets cannot be refunded once the period of validity has started.

These tickets are not refundable. Please only purchase them if you are certain you will travel.

If you will not be using your car park season ticket for some time, you can request a refund by following the normal refund process through APCOA:

Great Northern

Southern

Thameslink

Please contact Transport for London for any refunds for tickets purchased on Oyster.