How to claim refunds for delays and cancellations on Southern
12 December 2016
If you choose to travel and your journey is delayed by 15 minutes or more you are entitled to compensation from Southern. This includes those journeys, made on a strike day, where you have travelled with another operator using your Southern ticket.
Read our step by step guide on how to claim.
Am I entitled to compensation?
Under the current Delay Repay scheme operated by Southern, passengers delayed by 15 minutes or more (against the published timetable), regardless of the cause, are entitled to submit a claim for compensation. This delay is based on the time you should have arrived at your destination rather than the delay to a specific train – so it includes delays caused by missing connections and when trains are cancelled .It does not matter what type of ticket you purchased.
For Season ticket holders (including weekly tickets):
- If you are on a route with either no service or alternative and are unable to travel you can apply for strike compensation and Southern will provide you with the equivalent of a day’s travel
- If you travel and your journey is delayed by 15 minutes or more Southern will provide you with compensation
For all other ticket holders (singles and returns):
- If you are on a route with no service and are unable to travel please apply for a refund from the point of purchase
- If you travel and your journey is delayed by 15 minutes or Southern will provide you with compensation
The amount payable depends on the length of the delay
For delays between 15 and 29 mins
Typically you will be entitled to 25 per cent of the single ticket price or, if a return, 25 per cent of the fare paid for the delayed leg (in other words the outward or return portion).
For delays of 30 to 59 minutes
The percentage increases to at least 50 per cent of the single ticket price or, if a return, 50 per cent of the fare paid for the delayed leg (in other words the outward or return portion).
For delays of 60 to 119 minutes
The percentage increases to at least 100 per cent.
For delays over 120 minutes
At least 100 per cent of the fare paid irrespective of whether it is a single or return fare. More details can be found on the Southern website here.
For season ticket holders compensation is calculated on the proportional daily cost of the ticket.
Compensation can be paid in a number of different ways (for example bank transfer (BACS), cashable rail vouchers, cheque). You will get to choose when you fill in your form.
You must claim within 28 days of your delay.
Southern also offer ‘enhanced compensation’ to season ticket holders under certain circumstances. Enhanced compensation may be payable in addition, if in a business reporting period you experience delays to your journey of 30 minutes or longer on 12 days.
Your compensation will be either 2 day return journeys anywhere on the Southern route (valid for 12 months from the date of issue) or rail travel vouchers to the value of a single journey between the stations for which your Season ticket is valid. You can choose which option you would prefer.
Compensation for strike days
Southern has produced advice for compensation and refunds for strike days.
Applying for compensation
We would urge everyone to claim what they are entitled to.
The easiest way is through the Southern website. Click here for more details.
Still not happy with your claim?
If you do not receive what you think you are entitled to, please contact Transport Focus. We may be able to take the complaint up with Southern on your behalf.