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Last updated: 13:10

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Auto Delay Repay

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

Auto 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 Great Northern, Thameslink, Southern or Gatwick Express 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.

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.

 

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.

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.

Explore Delay Repay compensation

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Frequently asked questions

If you have questions about Auto Delay Repay please view our FAQ

Auto Delay Repay FAQ