Delay Repay

Has your journey with us been delayed by 30 minutes or more? If so, you may be entitled to compensation for a portion of your fare.

The easiest way to claim is via the links below.

Making a claim

If you hold a Season Ticket you are now able to create your own account online and upload a copy of your Season Ticket.

We'll store a copy of your ticket online and pre-populate the form with your details allowing you to make easy claims for as long as your season ticket is valid.

If you don't have a season ticket you can still claim online; just fill out your details and upload a copy of your ticket for each claim.

Please note that if you travel on our services with an Oyster card you can also claim for compensation.

If you have purchased an mTicket please email Web Support with the following details: App download ID, journey details, ticket number, email address your account is registered to. To receive your compensation, you will need to create an account if you do not have one already.

Recent claims

Thank you for getting in touch with First Capital Connect. If you have received an acknowledgment then we've received your delay repay claim.

While we'll always aim to get back to you within 5 working days we currently have an outstanding backlog of correspondence due to the recent bad weather.

There is no need to chase your contact as we will get in touch as soon as we can.

Don't have a scanner?

If you don't have a scanner you can download a printable Delay Repay form here or pick one up from any FCC ticket office or information point.

If you are unable to collect a Delay Repay form you can claim in writing, giving full details of your journey and the delay, to our Customer Relations team. Please note that you will need to send in your used ticket or a copy of your season ticket.

First Capital Connect
Customer Relations Department
PO Box 443

You must make your claim within 28 days of the delay. Should you encounter any difficulties completing and/or submitting this form to us, please call Customer Relations on 0345 026 4700 (opening hours 0700 - 2200 Monday to Sunday).

Fraudulent claims
Please be reminded that Delay Repay claims may only be made for journeys actually made where delays exceed 30 minutes or longer. Claiming for journeys not made is fraud.

Download Delay Repay leaflet

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