FAQs

These are the answers to some frequently asked questions about our rail services from Southern together with our comments. If you have a question not covered here, contact Southern using the details on our complaints page.

Why do doors close 30 seconds before departure?

Southern This is to ensure all passengers board trains safely and that trains depart on time. Automatic doors must be co-ordinated to close in advance of the departure time to guarantee the wheels of the train roll at ’00 – on time.

WSRUA Whilst supporting the objective of departing on time, we consider that doors should be closed on time (not 30 seconds early) and the train started as soon as possible after they have shut (not 15 seconds early). This may be 15 seconds after departure time but this should not cause a train to run late.

There is an issue with people missing trains at Victoria. There is always a queue at the ticket office, departure information is removed from the boards 90 seconds before time and platform staff will stop passengers attempting to catch their train. It is particularly annoying when you reach the platform to find four or eight empty carriages between you and your train because your train is only the front portion of the train at the platform. When you have to wait 30 minutes or an hour for your next train, this practice is unhelpful.

I was delayed on the train: can I get compensation?

SouthernIf we have delayed your journey, regardless of the cause, then Southern will compensate you. You can claim compensation from us under our Delay Repay scheme.

Delay Repay applies to all tickets purchased on or after 20 September 2009.

How it works

If you have been delayed and wish to claim compensation then you must do so within 28 days of your delay. To do this you need to make sure you have proof of travel.

This could be your original ticket, a ticket receipt, a copy of your season ticket, or, if you are a registered Oyster pay as you go user, a journey receipt. You submit your claim by filling out a Delay Repay claim form. You can find these at any of our staffed stations, or download the form below and post it to us

Levels of compensation

Single and return tickets

If you have a single or return ticket the level of compensation is calculated as follows:

Delays of 30-59 minutes:

Delays of 1 hour or more

Delays of 2 hours or more

50% of single ticket price

100% of single ticket price

100% of single ticket price

25% of return ticket price

50% of return ticket price

100% of return ticket price
Season tickets

Compensation for season tickets purchased on or after 20 September 2009 is based on the same scales as those which have been described for single and return tickets.

Your compensation will be calculated on the proportional daily cost of your ticket. More information on how this is calculated can be found in our Passenger's Charter.

What do I do next?

If you wish to claim compensation then you can print the downloadable form, pick up a leaflet from any of our staffed stations or, if you are a season ticket holder, submit an online application.

Download Delay Repay form (PDF, 157KB)

Written applications should be posted to:

Freepost RSCS-SBEC-XKEY
Southern Delay Repay
PO Box 11633
Laurencekirk
AB30 9AD
Telephone: 01561 376 090

Your written application should be submitted within 28 days of the delay and must include your original ticket, a ticket receipt, a copy of your season ticket or a journey receipt if you are a registered Oyster pay as you go user. We will respond to your claim within four weeks.

WSRUA The voucher system seems to be working well. Some of our members have collected dozens since the start of the scheme. However these cannot be used except at a ticket office which does mean an additional journey if your local station does not have a ticket office.

Can we have mobile and personal stereo-free 'Quiet Coaches'?

Southern The difficulty with this is marking up train carriages and advising passengers where these carriages are positioned on the Platforms. It is something that Southern may consider in the future.

WSRUA If Inter City operators can do it why can’t Southern? Most of the new trains are four carriage units so the first or last carriage (the ones with first class) could easily be designated a quiet coach. However how would Southern enforce this policy? At present it is up to passengers to ask people to turn down noisy personal stereos. Loud telephone conversations are also a problem particularly when foul language is involved. The lack of signals in tunnels can be a welcome respite and WSRUA would resist moves to improve the signal within tunnels! WSRUA would never encourage passengers to tackle noisy or badly behaved people on board as there is a risk of personal injury. WSRUA advises that passengers seek help from the conductor or move to another carriage.  

What is the exact cycle policy?

Southern The policy, which only applies from Monday to Friday, is that cycles are not permitted on trains travelling towards London or Brighton that are due to arrive between 07:00 and 10:00 or on trains leaving London or Brighton between 16:00 and 19:00. We are able to carry a limited number of ordinary cycles outside of these peak times, where appropriate space is available. If you need to use your cycle at the other end of the journey we suggest the following:

  1. Using a folding cycle
  2. Re-thinking your journey
  3. Travelling earlier or later to avoid peak times.
  4. Using two cycles (and keeping one at either end).

WSRUA Conveniently Southern forget to say that this problem is entirely of their own making. The new trains do not have space for cycles. Other new trains do. Southern have requested trains with more seats instead and no cycle space in an attempt to operate with fewer carriages. It is all about money and Southern chose the cheaper option. Their suggestions of buying another bike or travelling later are patronising. The simple fact is Southern do not want bikes on their trains because they did not provide sufficient space in the new trains. If Southern take over Gatwick Express, they will have to provide additional luggage space in all trains at the expense of seats. Or will they adopt the bike policy and ban people with suitcases from travelling on peak hour trains?

I cannot see the screen of the ticket machine due to bright sunshine. Can the ticket machine be moved to a better location?

Southern Machines are normally sited for easy access to data links. We are getting anti-glare material which we are planning to install at Pulborough and Christ's Hospital, which should improve visibility.

WSRUA Different solutions have been attempted at Pulborough and Littlehaven in recent years but none has proved satisfactory and the problem remains. It is difficult to see the display on many ticket machines at Southern stations. We continue to press for improvements including re-siting machines