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How much Southeastern pays
Southeastern uses Delay Repay 15: from 15 minutes late at your destination, it pays back 25% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 15 to 29 min | 25% | 12.5% |
| 30 to 59 min | 50% | 25% |
| 60 to 119 min | 100% | 50% |
| 2 hours or more | 100% | 100% |
Season ticket compensation is capped at the return journey rate for your season ticket per day.
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim Southeastern Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your Southeastern train, how late it really was from National Rail's data, and what you're owed: Southeastern pays from 15 minutes late.
- Railhop fills in Southeastern's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens Southeastern's own claim form and fills it in for you, with your journey, your ticket and your details. You can claim on Southeastern's form as a guest or with an account.
- Check it and press submit. You check the claim and press submit on Southeastern's own form, within 28 days of travelling. You choose how to be paid: bank transfer, PayPal, an eVoucher, a cashable voucher or a donation to charity. Southeastern pays you directly. Railhop never submits a claim for you.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled Southeastern trains
If a Southeastern train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in Southeastern's form for you.
Contactless and Oyster on Southeastern
Oyster and contactless pay as you go are covered and treated as single tickets: send a TfL journey statement. For an unregistered card you can get proof of travel by entering your card details on the TfL website. Card payment statements that don't show the time of travel or the journey are not accepted.
More in Delay Repay with contactless and Oyster. Add your TfL statement and Railhop checks every journey on it, finds the delays you can claim for and fills in Southeastern's form for each.
Southeastern Delay Repay form and login
You claim on Southeastern's own Delay Repay form, which runs on the OTRL claim system. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. You can claim on Southeastern's form as a guest or with an account. You check the claim and press submit yourself.
Proof of travel
Southeastern accepts these, depending on your ticket:
- A photo of the actual ticket you used (receipts and booking confirmation emails are not accepted).
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
How Southeastern pays, and how long it takes
You choose when you claim: bank transfer, PayPal, an eVoucher, a cashable voucher or a donation to charity. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. Southeastern pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. On split tickets, make one claim for the whole journey: enter the ticket number as 00000, choose the delay reason Other with "split ticket used", and attach all your tickets in a single photo. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If Southeastern rejects your claim
Ask Southeastern to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after Southeastern has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About Southeastern
Southeastern runs trains from London Charing Cross, Cannon Street, Victoria and St Pancras to south-east London, Kent and parts of East Sussex.
Southeastern is run by SE Trains Limited, a wholly owned subsidiary of DfT OLR Holdings Limited (DfT Operator), so it is in public ownership.
Good to know on Southeastern
- Southeastern pays Delay Repay whatever caused the delay, but if it runs an amended timetable (for engineering work, poor weather or a strike) your delay is measured against that amended timetable.
- Southeastern can't pay Delay Repay to a debit or credit card.
- Taxis are only considered in exceptional circumstances, case by case: send your rail ticket and taxi receipt through the contact us webform, not the Delay Repay form.
Questions about Southeastern Delay Repay
How do I claim Southeastern Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in Southeastern's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and Southeastern pays you.
How much Delay Repay does Southeastern pay?
Southeastern uses Delay Repay 15, from 15 minutes late at your destination. On a single ticket you get 25% of the fare for 15–29 minutes, 50% for 30–59 minutes, 100% for 60–119 minutes and 100% for 2 hours or more. On a return ticket: 12.5%, 25%, 50% and 100% of the return fare. Railhop works out the amount for your train.
How long do I have to claim Southeastern Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
Can I claim on a Southeastern season ticket if I was told not to travel?
Yes. Season ticket and Flexi Season holders claim Delay Repay, choosing "Delayed" and "2 hours or more" as the delay length. If approved, you get the value of a daily return journey.
Can Railhop fill in the Southeastern Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens Southeastern's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim Southeastern Delay Repay if my train was cancelled?
Yes, if you still travelled. If a Southeastern train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
Do I need an account to claim Southeastern Delay Repay?
You can claim on Southeastern's form as a guest or with an account. Railhop fills in the rest of the form for you.
How does Southeastern pay Delay Repay?
You choose when you claim: bank transfer, PayPal, an eVoucher, a cashable voucher or a donation to charity. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if Southeastern rejects my Delay Repay claim?
Ask Southeastern to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after Southeastern has replied, you can take it to the Rail Ombudsman.
Sources
- Southeastern: Delay Repay compensation
- Southeastern: Delay Repay FAQs
- Southeastern: Passenger's Charter (April 2026)
- Southeastern: company information
Delay Repay guides for other train companies.
Terms change. If something here doesn't match Southeastern's own terms, Southeastern's terms are right. Railhop fills in Southeastern's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with Southeastern or National Rail.