Southeastern to introduce Delay Repay 15

Compensation for delays of 15 minutes

We are today announcing the roll-out of 15-minute Delay Repay compensation, as part of a suite of passenger-focused improvements which will be introduced for Southeastern passengers by 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

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.”

A quicker, simpler way of claiming

As part of our longstanding commitment to making the process of claiming compensation quicker and easier. We will very shortly be launching 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.

New ‘Best Fare Finder’ launched on Southeastern website

We will also be making enhancements to our Key Smartcard, 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 and provide reassurance about their choice of fare.

Franchise extension confirmed

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.