Southeastern commuters affected by Lewisham train derailment can claim DOUBLE compensation – but be quick
Customers can claim double compensation for the delays
COMMUTERS on the Southeastern rail network who face delays of more than 30 minutes this week can claim back the entire value of their train fare.
Normally, delayed commuters only get 50 per cent of their ticket value back, but following a train derailment on Tuesday, passengers will get more.
Southeastern said that because the derailment had been "very difficult" for passengers, they could claim double compensation.
The train derailment occurred in Lewisham on Tuesday when a freight train overturned and left a 50-metre stretch of track needing to be completely rebuilt.
With delays to the network set to last until the end of the week, Southeastern urged customers to request compensation for delays caused by the disruption of 30 minutes or more.
Until the issue is resolved, customers can claim double compensation, the firm said.
Richard Dean, train services director at Southeastern, said: “This derailment has had a huge impact on the services we’ve been able to run over the last few days and unfortunately, due to the level of work needed, this will continue for days to come.
"It has been very difficult for our passengers and we urge those delayed by 30 minutes or more to claim Delay Repay compensation, which will be doubled until the issue is resolved."
Delay Repay is a national scheme train companies use to compensate passengers for delays.
Customers can claim a refund of 50 per cent of the single fare for delays of 30 to 59 minutes, 100 per cent of the single fare for delays of 60 minutes or more, and 100 per cent of the return fare for delays of two hours or more.
This week however, customers affected by the derailment will receive a full fare refund for delays of 30 minutes.
For a return train fare from Lewisham to London Victoria, for example, that would mean a full refund of £6.10.
Some train companies offer compensation for delays of 15 minutes, including Gatwick Express, Great Northern, Southern and Thameslink, but Southeastern only offers compensation for 30 minutes or more.
If you want to check how long you were delayed for - and how much money you can claim - you can use the website.
It gets its data from Network Rail for routes in England, Scotland and Wales, but not the London Underground.
Select the stations you were travelling to and from, when you want the data for (the time period tab) and in the arrival time box click the "average and actual times" option.
Customers of Southeastern should remember that they can only claim a refund within 28 days of the delayed journey.
Andy Derbyshire, chief operating officer for Network Rail’s South East route, said: “We know that this [Lewisham] incident is disrupting many peoples’ journeys and I’m sorry it will be a few days yet before services return to normal.
"We are doing everything we can to get the site clear and our repairs under way as quickly and safely as possible.
How do I claim compensation with Delay Repay?
- Keep your train ticket and make a note of your journey which was disrupted, as you'll need both for your claim
- Go online to southeasternrailway.co.uk and click on the delayrepay tab
- Fill out the online form up to 28 days after your delayed journey; include your personal information, claim details and how you want to be paid (cash, PayPal, vouchers etc)
- You'll have a response to your claim within 10 days
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