SEPTA guarantees service on every Regional Rail Line, the Broad Street Subway, the Market-Frankford Line, the Norristown High Speed Line, and the Route 101-Media and the Route 102-Sharon Hill trolley.

We guarantee that the listed rail and transit services will arrive at their final destination within 15 minutes of the scheduled arrival time or you will receive a free future trip. This guarantee applies to weekday service only and does not apply when service operates on a Saturday or Sunday schedule.

Locations where refund claim forms are available:
15th Street sales location (in the Suburban Station concourse)
69th Street Terminal sales location
Frankford Transportation Center sales location
Olney Transportation Center sales location
Any cashier booth on the Market-Frankford or Broad Street Line
Regional Rail ticket offices
Passenger Services at Suburban Station
Passenger Services at Market East Station
Customer Service locations

Customers can also request a claim form from Customer Service

The refund claim form must be submitted within five days of the late incident. Submit only one request per occurrence. Void if reproduced. Photocopies not accepted. Fraud or attempts to circumvent the integrity of the program will result in denial of all future claims and prosecution. SEPTA reserves the right to withdraw the guarantee at any time or to deny specific requests. This guarantee excludes extreme weather conditions, acts of God, and conditions beyond SEPTA's control.

Please allow 6-8 weeks for processing. For more expedient processing, please drop off claim form at any Regional Rail ticket office, Passenger Services or Customer Service.