Gatwick Express Delay Repay: How to claim compensation for late trains

Under the National Rail Conditions of Travel and the Gatwick Express Passenger’s Charter, passengers on a Gatwick Express service that is delayed by more than 15 minutes or cancelled can submit a claim for compensation. The total amount refunded varies based on the length of the delay and the ticket type. If there were any amendments to the original timetable due to planned engineering works, bank holidays, etc., the amended train times will apply.

You’ll need to apply for compensation online or by post within 28 days of the date of travel and must include proof of travel. Each individual in a group has to submit their own Delay Repay claim (except for children or if there are mitigating circumstances). Claims should only be submitted once, or they’ll be denied. If accepted, you can be repaid through one of the following methods:

• Bank transfer
• Credit or debit card (excluding Mastercard and AMEX)
• PayPal
• Gatwick Express e-voucher
• Amazon account balance (UK Amazon accounts only)
• National Rail Travel Voucher (cashable)
• Charity donation

Gatwick Express accepts claim applications online and by post. You can download a Delay Repay form, print it and post it along with your supporting documents to the following Freepost address:

Freepost RUET-ZEJB-TKKZ

Govia Thameslink Railway

Derby

DE1 9RQ

Supporting documents include valid proof of travel, which can be in the form of an original paper ticket or a scanned copy of the ticket, booking information and any photocards. As many types of tickets are accepted on the Gatwick Express, it’s best to check the full details under ‘Proof of travel required to apply’ on the help and support page.

It’s worth noting that the repayment options for successful postal applications are limited, as Gatwick Express can’t accept financial information by post. To benefit from all repayment choices, Gatwick Express recommends creating an online account. Your preferences, personal information and Season Ticket details will also be stored, saving you time if you need to make another Delay Repay claim in the future. Open the Gatwick Express Delay Repay form and enter your journey details, ticket information, personal details and how you’d like to be repaid. If you need help completing the application, see Gatwick Express’s help and support page. You can also fill in the contact form for other queries.

Note: Trip.com does not handle any Delay Repay requests. Apply for compensation directly from the train operator.

The amount of compensation you’re entitled to depends on how long your train was delayed and the type of ticket you have. We’ve summed it up for you:

If you’re a Season Ticket holder, Gatwick Express will calculate your compensation based on the estimated cost of a single journey covered by your ticket:

• Weekly Season Tickets: 1/10th of the ticket cost
• Monthly Season Tickets: 1/40th of the ticket cost
• Quarterly Season Tickets: 1/120th of the ticket cost
• Six-monthly Season Tickets: 1/240th of the ticket cost
• Annual Season Tickets: 1/464th of the ticket cost

Let’s say you have a Monthly Season Ticket costing £300 and your train arrived 45 minutes late. The proportionate single journey cost would be £7.50 (i.e., 300 divided by 40), and you’ll get £3.75 in compensation (50% of the journey cost).

While Gatwick Express does grant compensation for the majority of Delay Repay claims, there are several reasons why your claim could have been declined. These are a few common explanations why Delay Repay claims are turned down:

• Gatwick Express did not receive your claim within 28 days of the date of travel.
• You submitted more than one claim for the same journey
• Not enough or no supporting documents were sent with your claim.
• The ticket you provided was not valid for the journey you claimed.
• Your journey was not delayed by 15 minutes or more.
• The delay was caused by an operator other than Gatwick Express.

All rejected claims will include the specific reason. If you still want clarification on the decision, contact the Gatwick Express customer relations team.

Can I appeal a Gatwick Express Delay Repay decision?

The Delay Repay national scheme allows you to appeal a decision, whether compensation was denied or you were refunded an incorrect amount. Get back in touch with Gatwick Express via the contact page.

Delay Repay is targeted towards travellers who have used a Gatwick Express service but faced a delay of at least 15 minutes. Therefore, you must have completed your journey to claim Gatwick Express Delay Repay.

If you couldn’t travel on a Gatwick Express train or had to abandon your journey because of disruptions, etc., it is more likely you’ll need a full refund. Gatwick Express refunds are claimed separately from the same retailer you bought the ticket from.

• Was Gatwick Express responsible for the initial delay? When travelling with multiple operators, you should only submit one claim to the appropriate company.
• Is your ticket valid for the journey you’re claiming for? Double-check your ticket type and the train you travelled on.
• Are your scans or photos of tickets, passes or receipts legible? All relevant information must be included and clearly visible.
• Were any engineering works planned on the travel date? An amended schedule may have been published before travel, meaning you might not be eligible to receive compensation.
• Does the claim form have any mistakes? Ensure all details, including the length of delay, date, time and ticket type, are correct.