Southern - Auto Delay Repay

Auto Delay Repay for our Key Smartcard customers

For Auto Delay Repay to work you must:

Have a Key Smartcard (click here to register)
Be signed up for Auto Delay Repay (log into your account here to check your account settings)
Touch in and out at the beginning and end of your journey using your Key Smartcard. The system only works by reviewing your tap data so it’s important to do this, even if ticket barrier gates are open (which they may be especially during severe disruption)
Be traveling on a Thameslink, Great Northern, Southern or Gatwick Express service

You will:

Receive Auto Delay Repay claims for all ticket types
Receive an email alert within 48 hours of your delayed journey (this gives the system time to check all ‘tap data’ across the network)
Have 28 days to confirm your claim (from the day of the delayed journey)
Receive compensation for delays of 15 minutes or longer. The level of compensation paid depends on the ticket held and the length of delay. Click here for more details
Be paid using your preferred payment method (options are electronica bank transfer (BACS), credit/debit card payment (Visa only), e-Voucher, PayPal, Amazon Pay or Charity Donation)
Usually be paid within 14 days of confirming the claim

You can:

Provide us with further information about your delayed journey (please note referred claims to one of our team may take longer to process)
Still claim Delay Repay manually if you prefer (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)

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.

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.

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?

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

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

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?

What are my options for payment method?

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

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

What happens if I my journey is using a combination of Thameslink, Great Northern, Southern and Gatwick Express trains?

As long as you make your journey using one ticket and touch in at your origin and out at your destination station 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 as 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 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 I forget to touch in or out at the station?

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

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

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

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

Why can’t you send compensation automatically to me?

Auto Delay Repay

Auto Delay Repay for our Key Smartcard customers

Further information

Explore Delay Repay compensation