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11 Sep 2019

Southeastern introduces ‘Delay Repay 15’ compensation

Southeastern introduces ‘Delay Repay 15’ compensation: Delay Repay logo

  • Passengers delayed by 15 minutes or more can now claim compensation
  • Delay Repay forms have already been made faster and simpler to complete on upgraded website

Southeastern has today introduced an improved compensation scheme for passengers experiencing delays to their journeys. ‘Delay Repay 15’ will mean passengers delayed by 15 minutes or more will receive money back to compensate them for their delay, whereas compensation currently only applies for delays of 30 minutes or more.  

Southeastern passengers will be able to claim 'Delay Repay 15' from Wednesday 11 September, with the website live from 12:00 midday.

Passengers delayed by between 15 and 29 minutes will be entitled to be refunded a proportion of their fare. The delay is worked out based on the time a passenger should have arrived at their destination. As with the current system, passengers will have 28 days to make their claim. 

David Statham, Southeastern's Managing Director, said:

“I don’t want any of our passengers to be delayed, but if they are it’s really important that we compensate them properly and in good time. That’s why I’m delighted to announce these improvements to Delay Repay, which will make a real difference for people who experience delays of between 15 and 29 minutes.”

Rail Minister, Chris Heaton-Harris MP, said:

“Our top priority is reliable trains which run on time. However, it is absolutely right that when things go wrong passengers are compensated fairly and quickly.

“With the launch of DR15 on Southeastern, nearly 90% of passenger journeys on franchises we manage are now covered by the scheme. This means faster, more convenient compensation, and a better deal for passengers with more people now able claim if their services are delayed.”

Additionally, the Southeastern website has been upgraded to reduce the number of steps needed to complete the online form by using information on previous claims and regular journeys. 

For more information on Delay Repay 15 and how the compensation is worked out, visit the Delay Repay section of the Southeastern website.

Contact information

Southeastern Press Office

0330 095 9091


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