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Delay Repay · Southeastern

Southeastern Delay Repay

Southeastern pays from 15 minutes late, you have 28 days to claim, and it costs nothing to do. Here is exactly what you get and where to file it.

Go to the Southeastern claim form

Pays from

15 min

Deadline

28 days

Automatic?

Detected, you confirm

What Southeastern pays

Every tier is a percentage of the single fare for the delayed direction. If you bought a return, the single fare is half what you paid, which is how every UK operator calculates it.

Will they claim for you?

Partly, and the wording matters. The scheme covers key smartcard, eTickets and Advance tickets bought direct.

One of the broadest automatic schemes on the network, covering more ticket types than most.

Across the network only c2c pays with no action at all. Everywhere else, "automatic" means the operator fills the form in and waits for you to press the button.

How to claim from Southeastern

  1. Open the Southeastern claim form
  2. Have your booking reference from the confirmation email to hand
  3. Give the date, the departure and arrival stations, and the scheduled time
  4. Say how late you arrived, not how late you departed. The scheme scores arrival
  5. Attach a photo of the ticket or your e-ticket screenshot
  6. Submit within 28 days of travelling
  7. Expect a response within about 20 working days
  8. If it is refused and you think that is wrong, the Rail Ombudsman is free
Claim from Southeastern

Common questions

How late does a Southeastern train have to be to claim?
Southeastern pays Delay Repay from 15 minutes late at your destination. That is the standard threshold across most of the UK network.
How much does Southeastern pay?
A percentage of your single fare: 25% from 15 minutes, 50% from 30 minutes, 100% from 60 minutes. On a return, the single fare is treated as half what you paid.
How long do I have to claim from Southeastern?
28 days from the date you travelled. After that they are within their rights to refuse, though it is still worth asking if you have a good reason.
Does Southeastern pay Delay Repay automatically?
Partly. Key smartcard, eTickets and Advance tickets bought direct. They spot the delay and pre-fill the claim, but you still have to confirm it, so nothing arrives if you ignore the email.

The hard part is remembering

Only 45% of passengers with an eligible delay ever claim, and the most common reason is not that people think it is complicated. It is that 28 days pass. Untap watches your journeys and tells you while there is still time. Free, and we never take a share of what you get back.

See how it works

Other operators

See every operator and how Delay Repay works

Thresholds, tiers and deadlines are taken from Southeastern's own published Delay Repay terms. Operators change these from time to time, so the claim form is always the final word. Untap helps people in the UK find money they are already owed. We do not file claims and we do not take a share of any refund.