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Last updated: 05:16

Auto Delay Repay for Key Smartcard

Your questions about Auto Delay Repay for Key Smartcard on Thameslink answered here…

How does the system work?
We use data that comes from your entry and exit taps at station gatelines and validators. 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 or 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 complete the process.
Does this system work for all tickets held on the Key Smartcard?
Auto Delay Repay works for al ticket types available on the Key Smartcard including keyGo.
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.
I have more questions about Delay Repay
Further FAQs about Delay Repay can be found here.
I travel using a combination of tickets (more than one ticket) on my Key Smartcard, will the auto Delay Repay system work?
If the delayed journey is covered by one ticket on your Key Smartcard you will receive Auto Delay Repay. If the delayed journey occurred across more than one ticket on your Key Smartcard you will need to apply for Delay Repay manually.
I travel using a ticket held on my Key Smartcard and a paper ticket, will the auto Delay Repay system work?
It will only work for the part of the journey that you used your Key Smartcard for (providing you tapped in and out for that leg). A manual claim can be made for the paper ticket leg of the journey, but in this case we would recommend you create a manual claim for the journey in its entirety to simplify the process.
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.
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.
What happens if I travel on another operator’s service and I am delayed?
This service is only for journeys on Thameslink, Great Northern, Southern or Gatwick Express services. For delays with other operators you will need to claim with them directly, providing them with details of the relevant ticket(s) held on your Key Smartcard.
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?
You may not receive an Auto Delay Repay claim. This is because we use 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.
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.
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.
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.
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.
Why can’t you send compensation automatically to me?
It’s important we provide you with the opportunity to review the details of your claim to ensure they are accurate before finalising the claim.

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