You no doubt know the frustration of a delayed or cancelled train in wet or snowy winter weather, but are you familiar with your rights to compensation?
How much you can get for a cancellation
You’re entitled to a full refund if your train was cancelled and you couldn't take the next train or decided not to travel. If you didn't use your ticket, you can get a refund without any fees - it doesn't matter what type of ticket you bought.
If your train company offers ‘Delay Repay’
Our local operator, South Eastern, is part of a scheme called ‘Delay Repay’ which means you can claim compensation if you’re delayed by 15 minutes or more when you travel with them (except when delays are caused by planned engineering work).
For a single ticket, you’re entitled to compensation of:
25% of your ticket price if you get to your destination between 15 and 29 minutes late
50% of your ticket price if you get to your destination between 30 and 60 minutes late
a full refund if you arrive more than 1 hour late
The amount is adjusted for a return ticket.
If you experience a delay when travelling with a different rail operator, you should check their website for details of the scheme they run, it is likely to be similar.
How to claim
Online
You can claim compensation by visiting the train company’s website - most have online forms. You’ll probably need to upload a picture of your ticket but it is an even more straightforward “One Click” process if you bought an Advance or e-ticket on the South Eastern App or Website, or if you have a KeyCard.
By Post
You can write them a letter if you’d prefer, pick up a form from a station or print a form from the website. You’ll need to give details of your journey and send your original tickets. It’s a good idea to make copies of them in case your letter goes missing - a digital photograph or scan will do. You should get a refund within a month.
Be sure to note...
· If you have a season ticket you can claim a refund for days of industrial action, even if you did not travel.
· Claims should be made within 28 days of your journey.
· If you’re not happy with the response, get in touch with PWCAC and we will advise you of your options, your case may be suitable for escalation to the Rail Ombudsman.
This information is taken from South Eastern’s website and one of our trusted resources, the Citizens Advice website.
PWCAC is OPEN for face-to-face advice (appointments and drop-ins) Monday to Friday, 9:30 – 1:30. If you need advice about welfare benefits, housing and homelessness, debt, relationship breakdown, consumer issues or anything else, get in touch: info@pwadvice.org | 01892 838619 94 Commercial Road, Paddock Wood, TN12 6DP
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