Delay Repay compensation | Gatwick Express (original) (raw)
What is Delay Repay?
Delay Repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations.
If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Gatwick Express service, you can claim Delay Repay compensation. The amount of compensation you are entitled to depends on the length of delay and your ticket type.
Details of the scheme are outlined in our Passenger's Charter which is available at all our staffed stations or online on the Passenger's Charter page.
How to claim Delay Repay
You need to apply for compensation online or by post within 28 days of your delayed journey. We'll respond to your claim within 20 working days, however unless there has been a period of disruption you should hear back from us within 5 days.
So that we can make sure you are correctly compensated, please submit your Delay Repay claim after arrival at your destination. This should help you to choose the most accurate delay length for your journey.
Please note that each individual traveller must submit their own delay repay claim (unless it is for a child or under mitigating circumstances - please review our Frequently Asked Questions (FAQs) on this page for more information. If you submit multiple claims for the same journey these will be declined and will add a delay to you receiving any compensation due.
To complete the online or printed form, you’ll need proof of travel. Valid proof of travel depends on what type of ticket you have.
Apply online
If you create an online account with us, we will store your personal information, season ticket details and repayment preferences which will save you time if you need to apply for Delay Repay in the future. You can also benefit from the full range of repayment options.
Scanning and uploading images
- You can only upload one image per claim. If you are uploading images of several documents, please scan them all as a single image
- The maximum size for scanned images is 1MB each
Apply by post
Download, print and post your form to claim Delay Repay compensation.
Please note: we can’t accept financial information by post, so the repayment options are more limited.
Send your form and supporting documents to:
Freepost RUET-ZEJB-TKKZ
Govia Thameslink Railway
Derby
DE1 9RQ
All claims are checked and verified. Gatwick Express reserves the right to prosecute fraudulent claimants. Claims must be made by the person who experienced the delay except under mitigating circumstances.
Please note if your journey includes travel with multiple train operators, you cannot claim against all of these. You must only claim with the operator who was responsible for the original delay.
Our policy does not affect your legal rights. For more information about your legal rights please contact your local Citizens Advice Bureau or Trading Standards office.
| Period | Volume of delay compensation claims received | Volume of delay compensation claims approved | Value of total delay compensation paid | Average time for claims to be processed in working days |
|---|---|---|---|---|
| Period 5 (23/07/2023 - 19/08/2023) | 532 | 346 | £3,797.80 | 2.2 |
| Period 6 (20/08/2023 - 16/09/2023) | 474 | 344 | £2,843.40 | 2.2 |
| Period 7 (17/09/2023 - 14/10/2023) | 359 | 290 | £2,677.50 | 2 |
| Period 8 (15/10/2023 - 11/11/2023) | 1,181 | 912 | £8,690.90 | 2 |
| Period 9 (12/11/2023 - 09/12/2023) | 831 | 634 | £5,954.10 | 2 |
| Period 10 (10/12/2023 - 06/01/2024) | 405 | 269 | £2,364.00 | 2.1 |
| Period 11 (07/01/2024 - 03/02/2024) | 790 | 633 | £6,787.50 | 1.9 |
| Period 12 (04/02/2024 - 02/03/2024) | 677 | 529 | £6,525.60 | 1.9 |
| Period 13 (03/03/2024 - 31/03/2024) | 857 | 682 | £6,452.10 | 2 |
| Period 1 (01/04/2024 - 27/04/2024) | 827 | 621 | £7,180.50 | 1.9 |
| Period 2 (28/04/2024 - 25/05/2024) | 645 | 478 | £5,754.90 | 2 |
| Period 3 (26/05/2024 - 22/06/2024) | 1,006 | 756 | £7,101.10 | 2 |
| Period 4 (23/06/2024 – 20/07/2024) | 781 | 660 | £6,460.10 | 2 |
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