Compensation for Southern rail customers: your questions answered

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A new compensation scheme will repay commuters after enduring ‘months of travel misery’ on Southern rail services.

The scheme, which will launch in January, will offer payments to various season ticket holders for Southern and Gatwick Express services.

Govia Thameslink Railway, Southern and Gatwick Express’ parent company, is also setting up a ‘more generous’ Delay Repay system, to compensate customers who experience delays of at least 15 minutes, later this month.

Here’s some more information on who is eligible for compensation under the schemes:

I have an annual season ticket for Southern or Gatwick Express services. What compensation am I eligible for?

Annual season ticket holders will receive a payment from Govia Thameslink Railway, the parent company of both operators, equivalent to one month’s travel.

I have a quarterly season ticket. Am I eligible?

Quarterly season ticket holders can claim an equivalent payment for the ticket type. Any quarterly season ticket holders claiming a payment must have bought travel for at least 12 weeks, between April 24 and December 31, 2016.

I have a monthly season ticket. Can I claim a payment?

Monthly season tickets holders are as eligible as quarterly ticket holders, and can claim an equivalent payment for the ticket type. Any monthly season ticket holders claiming a payment must have bought travel for at least 12 weeks, between April 24 and December 31, 2016.

I have a weekly season ticket. Can I be compensated?

As with quarterly and monthly season ticket holders, weekly ticket holders can claim an equivalent payment for the ticket type. Any weekly season ticket holders claiming a payment must have bought travel for at least 12 weeks, between April 24 and December 31, 2016.

How can I claim compensation if I am eligible?

Where it has details, Southern will contact the majority of eligible customers directly.

Southern doesn’t have my contact details, can I still claim a payment?

A website is being set-up to enable customers to apply online if they believe they are eligible and are not automatically contacted by Southern.

I don’t have a season ticket but I have experienced delays. What can I claim?

Southern currently offers various compensation to its customers who experience at least a 30-minute delay to their journey under the Delay Repay scheme. From December 11, Southern will now offer passengers compensation for train delays over just 15 minutes.

How much compensation can I claim under the new scheme?

Under ‘Delay Repay 15’, passengers will be able to claim 25% of the cost of the single fare for delays between 15 and 29 minutes.

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