Service Guarantee

SEPTA guarantees service on all Regional Rail Lines, the Broad Street Subway, the Market-Frankford Line, the Route 100 Norristown High Speed Line, and the Route 101 (Media) and the Route 102 (Sharon Hill) trolleys.

We guarantee that the Lines noted above 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.

Refund claim forms are available at the following locations:
• 15th Street Sales Office (in the Suburban Station concourse)
• 69th Street Terminal Sales Office
• Frankford Transportation Center Sales Office
• Olney Transportation Center Sales Office
• Cashier Booths on the Market-Frankford and Broad Street Lines
• All Regional Rail ticket offices
• Suburban Station - Passenger Services
• Market East Station - Passenger Services
Customers can also obtain claim forms by calling SEPTA's Customer Service Department at 215-580-7800.

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, Regional Rail Passenger Services or Customer Service Office.