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Southeastern

13 Jun 2019

Southeastern to introduce 15-minute Delay Repay compensation

Southeastern to introduce 15-minute Delay Repay compensation: Passenger waiting on the platform at Faversham

  • Website upgraded so Delay Repay claims can be submitted in half the time
  • ‘Best Fare Finder’ will help passengers easily find the right ticket
  • Smart ticket enhancements will mean more fares available online

Southeastern has today (13th June 2019) announced an improved compensation scheme will be introduced as part of a suite of passenger-focused improvements to be rolled out by the Autumn.

‘Delay Repay 15’ will mean passengers delayed by 15 minutes or more will receive money back to compensate them for the inconvenience, where currently compensation applies for delays over 30 minutes.

Delay Repay 15 was always going to be introduced as part of the next South Eastern franchise. This announcement means that passengers will get the benefit sooner.

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.That’s why I’m delighted to announce these improvements to Delay Repay, which will make a real difference for people who experience shorter delays of between 15 and 30 minutes.

“We’re also launching an upgraded website so claims can be submitted in half the time, enhancing ‘The Key’ smart ticket system alongside a new ‘Best Fare Finder’, and expanding our award-winning Customer Ambassador programme.”

Southeastern has committed to making the process of claiming compensation quicker and easier. It will also launch a website upgrade that will cut the number of steps needed to complete the online form, by using information on previous claims and regular journeys.

The Key smart ticket system will also be enhanced, with single and return tickets available to purchase online for the first time. And a new ‘Best Fare Finder’ will be launched on the Southeastern website to help passengers get the best value tickets for their journey.

These improvements are part of a short-term extension to the current Southeastern franchise, which has been agreed following the announcement by the Secretary of State for Transport on 10 April. Southeastern will continue to operate services until 10 November 2019, with an option to extend to 1 April 2020, allowing the Government more time to review and award a winner for the next South Eastern franchise.

ENDS

Contact information

Southeastern Press Office

0330 095 9091

press.office@southeasternrailway.co.uk

Notes to editors

NOTES TO EDITORS

About Southeastern

  • Southeastern is Britain’s third-largest rail franchise; with around 640,000 journeys a day made on a 540-mile network, serving 176 stations across South East London, Kent and parts of East Sussex.
  • Around 60% of Southeastern journeys are made in Greater London, and many passengers travel for less than 30 minutes.
  • Southeastern is part of Govia; Go-Ahead's UK rail operation.
  • Govia, is 65 per cent owned by Go-Ahead and 35 per cent by Keolis. It is the largest rail operation in the country, responsible for over 30 per cent of all UK passenger rail journeys through its rail franchises: GTR (Govia Thameslink Railway) and Southeastern.  
  • Govia is shortlisted for the next South Eastern franchise to be awarded by the DfT.

Recent Southeastern achievements

  • Southeastern has been shortlisted for ‘Passenger Operator of the Year’ in the 2019 National Rail Awards
  • Since its Direct Award contract began in 2014, Southeastern has invested more than £80m in improvements for passengers.
  • Southeastern has improved punctuality by nearly 10% since 2017, through close partnership working with Network Rail
  • In 2017, Southeastern introduced 68 extra carriages - providing 5,000 extra seats and boosting capacity on its busiest services
  • Southeastern has a Customer Ambassador team of 20 dedicated staff whose sole purpose is to help passengers at stations. They won the National Rail Award for Customer Service Excellence in 2017.
  • In 2018 Southeastern introduced free WiFi on board all its trains, including free Amazon Prime content, magazines, games and podcasts.
  • This year Southeastern has invested £75,000 to improve passenger information systems, providing more detail on train locations, lengths and disruption
  • Southeastern has introduced ‘The Key’ smart ticket to replace outdated magnetic stripe tickets.
  • 100 million journeys have been made on Southeastern Highspeed since it was introduced in 2009 – Britain’s first and only domestic high speed train service

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