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You are here: Home > Your journey > Customer services > Auto delay repay

Auto delay repay

We’ve got some big news about Delay Repay for our Key Smartcard customers

We can in many cases, tell when you may have been delayed and let you know when you’re owed compensation.

As long as:

  • you touch in and out at the beginning and end of your journey using your Key Smartcard
  • your journey was on a Southern / Gatwick Express / Thameslink or Great Northern service

Whenever we think you could’ve been delayed, we will automatically generate a claim in the ‘auto Delay Repay’ section of your online account. In addition to this we can send you an alert email when a claim is generated as long as you’ve opted in to receive these alerts. You can opt in/out at any time by adjusting your account preferences in your online account.

Click to view auto Delay Repay claims in your account

Don’t have a Key Smartcard? No problem!

The Key Smartcard is a hassle-free, paperless and speedy way to purchase, collect and use your ticket.

Getting one is quick and easy.

Register for yours today. It only takes a few minutes to apply and it’ll get sent to you within 3-5 working days.

How does the system work?

The system uses the data that comes from your entry and exit taps at the station gateline or validator. We compare how long it has taken you to complete your journey based on your tap activity against how long your journey should have taken according to the published timetable. Where there is a discrepancy, we look to see if there were any corresponding train delays (including cancellations) and if we find a relevant delay of 15 minutes or more, a claim will be created.

You must click the ‘claim’ button in your online account, review the information and confirm your preferred payment method to be complete the process.

How long will it take for a claim to be created after my delay?

It is not possible to generate the claim on the same day as the delayed journey occurred, however we will aim to generate a claim within 48 hours. The reason for the wait is because we have to allow a period of time to make sure we have received all the tap data from across the network and because a complete set of train delay data is received by us every 24 hours after allowing for a period of adjustment.

Can I still claim Delay Repay?

Yes, auto Delay Repay should be seen as complimentary to the Delay Repay process rather than replacing it entirely. There may be certain scenarios where we cannot determine that you’ve been delayed and in these cases you will need to submit a claim as usual.

Do I need to do anything to activate the service?

As long as you have a Key Smartcard for Great Northern, Southern or Thameslink, all you need to do is to ensure that you touch in and out when you travel. If we are able to determine that you may have been delayed by 15 minutes or more, a claim will be automatically generated for you in your online account. If you have not opted out of receiving auto Delay Repay emails, we will also send you an alert email whenever a claim is generated. Check your opt in status here.

Frequently asked questions

What happens if I travel on another operator’s service and I am delayed?

This service works only for Gatwick Express, Great Northern, Southern and Thameslink services. If you are delayed on another operator’s service you will need to apply for Delay Repay with them providing them with details of the relevant ticket(s) held on your Key Smartcard.

What if I forget to touch in or out at the station?

The system uses the data that comes from your entry and exit taps at the station gateline or validator, so if you do not tap at either end of your journey, we have no way of calculating the duration of your journey.

Does this system work for all tickets held on the Key Smartcard?

If you are making your journey using more than one ticket a claim will not be generated – please see next Q/A.

I travel using a combination of tickets (more than one ticket) on my Key Smartcard, will the auto Delay Repay system work?

If you are using a combination of tickets to complete a single journey (e.g. travelling A-C with separate A-B and B-C tickets) then the system will not be able to create a claim and you would need to create a manual Delay Repay claim. However if you hold more than one ticket on your Key Smartcard but the journey you make is covered by just one ticket, then the auto Delay Repay system will be able to create a claim.

I travel using a ticket held on my Key Smartcard and a paper ticket, will the auto Delay Repay system work?

Because the system uses the data that comes from your entry and exit taps at the station gateline or validator to calculate the duration of your journey, you would need to touch out at the location where you switch from using your Key Smartcard ticket to your paper ticket. This would only create a claim for the portion of your journey covered by the ticket held on your Key Smartcard and you would need to make another claim for the paper ticket portion of your journey. In such a scenario it is best to make a manual claim for your entire journey, providing details of both tickets using the “other” reason for claim option.

What happens if I travel on more than one service to complete my journey?

As long as you make your journey on one ticket and touch in at your origin and out at your destination station and you travel on our services then a claim can still be created if a delay is found. It is important that you do not touch out at the intermediate station, otherwise we will consider this two separate journeys. Please note that in the case of a multi-leg journey, we will create a claim only if the connecting train leaves in line with the minimum connection times for that station.

What level of compensation will I receive if an auto Delay Repay claim is generated?

Compensation is payable if you are delayed by 15 minutes or more. The level of compensation paid depends on the ticket held and the length of delay. Further details can be found here.

What happens if I make a normal Delay Repay claim – will an automatic claim also be generated?

No, if you make a manual Delay Repay claim for a journey that we also identify as being delayed, any automatic claim will be cancelled and will not appear in your account.

Why can’t you just pay me the compensation I am entitled to when you know I’ve been delayed?

We want to provide you with the opportunity to review the details of your claim to ensure they are accurate before finalising the claim.

What are my options for payment method?

You will be able to choose from electronica bank transfer (BACS), credit/debit card payment (Visa only), e-Voucher or PayPal.

Why can’t I get a cheque or cashable voucher with auto Delay Repay?

We are keen to provide compensation as quickly and efficiently as possible and the payment options we offer using auto notification are more speedy. If you prefer cash or a travel voucher then please submit a claim using the traditional route.

What if I don’t think the claim is correct

If you do not think your claim is correct, you can either choose not to proceed with it and it will be cancelled, or if the delay length is incorrect, you can amend this and provide us with further information about your delayed journey. This will automatically be referred to a customer service Advisor for review. Alternatively you can just make a normal Delay Repay claim. Please note that referred claims will always take longer for us to process.

What if my claim has been processed but I haven’t received payment?

You should allow 14 working days for us to process your payment. If you have not received payment after that time, you could contact customer services.

How long do I have to redeem an auto Delay Repay claim?

As with all Delay Repay claims, you will have 28 days from the date of the delay to finalise your claim.

Further FAQs about Delay Repay can be found here.