With the new Rail Plan 2020 in full swing and causing havoc, you may need some advice on compensation.
Yesterday, on the first day of the new timetable, at least 400 journeys were either delayed or cancelled leaving hundreds stranded.
Sometimes it can feel a waste because of the time it takes to claim this compensation but you could be owed a lot more than you think.
Here is your guide to getting your money back on train fares for disrupted journeys.
National Rail
The type of compensation offered will depend on the type of compensatory arrangement that the particular train company has in place with their franchise commitment. These are changed fairly regularly as well to try and get the best for the customers. Most train companies offer a ‘Delay Repay’ system that takes the time delayed and compensates accordingly.
To claim compensation you will need to retain your train ticket and make a note of your journey as both will be required on the claim form.
You can choose one of six ways to be paid back:
Electronic bank transfer (BACS) – Simply provide your sort code and account number
PayPal – paid into your bank account via PayPal.
eVoucher – redeemable for ticket purchases online through the Southeastern website
Cashable vouchers – these can be exchanged for cash at any Southeastern ticket office within 28 days, or they can be used to buy rail tickets with most train operating companies in Great Britain (including season tickets).
Cheque – you can opt to be paid by cheque. This is the default method for compensation if no preference is given
Visa – Simply provide your long card number, expiry date
How to claim
You can apply online or by post within 28 days of your delay. You will need the ticket, seasons ticket and photocard or journey receipt. For Oyster Season Tickets you will need to provide the transaction receipt.
Applying by post:
Download a Delay Repay claim form
Freepost RTSK-BXJE-CCHL
Southeastern Delay Repay
ASHBY DE LA ZOUCH
LE65 9EL
Telephone: 0345 322 7021
How Southeastern calculate compensation
If the journey is delayed by 30 to 59 minutes, you will receive 50 per cent of the ticket price back. And if your journey is delayed more than an hour you will receive 100 per cent of the ticket money back.
Season tickets are slightly different, if they are delayed over two hours then they are refunded 200 per cent of the journey rate.
Enhanced compensation
Southeastern’s enhanced compensation scheme provides additional compensation for season ticket holders when a significant proportion of their journeys in a business period have been delayed longer than 30 minutes.
Southern Rail
Southern Rail reimburses customers if they are delayed and you are entitled to compensation when arriving 15 minutes or more behind schedule, except when caused by engineering works.
How to claim your compensation
You must apply for the money online or by post within 28 days of the delayed journey. They are meant to respond within 20 working days.
You will need the proof of travel and these include:
Your original ticket
The ticket receipt (if you no longer have your ticket)
A scan or photograph of your season ticket and photocard
The Key Smartcard
Key Smartcard number (found on the front of your smartcard)
Smartcard from another train company
If you have a smartcard issued by another train company, please provide the card number and the receipt/booking confirmation showing details of the ticket(s) held on your smartcard
Oyster season ticket
A receipt showing the date of purchase, the price you paid and the zones covered by your Oyster card
Oyster pay-as-you-go or contactless payment
A print-out showing where you touched in and out and the cost of your journey
If you're claiming by post, send your form to:
Freepost SOUTHERN
Govia Thameslink Railway
Unit 16
Coalfield Way
Ashby-De-La-Zouch
LE65 1JT
Thameslink
Thames Rail also deals in Delay Repay. So you can follow the instructions above.
If applying by post send your form to:
Freepost RTGL-ELXC- HAUU
Govia Thameslink Railway
Unit 16
Coalfield Way
Ashby-De- La-Zouch
LE65 1JT
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