Key smartcards give Great Northern and Thameslink rail passengers automatic compensation for delays of 15 minutes or more

Great Northern and Thameslink passengers using a key smartcard will now received automatic compensat

Great Northern and Thameslink passengers using a key smartcard will now received automatic compensation for delays of 15 minutes or more. Picture: Govia Thameslink - Credit: Archant

Great Northern and Thameslink rail passengers who use a key smartcard now get automatic compensation for delays of more than 15 minutes, the line operator has announced.

Govia Thameslink’s system records when a passenger taps in and out at to calculate whether the journey was delayed by 15 minutes or more, with an automatic claim sent to the customer’s online account if it is.

The passenger then reviews the claim for accuracy and confirmed the method of payment preferred.

Announcing the scheme yesterday, Great Northern and Thameslink passenger services director Stuart Cheshire said: “While our punctuality continues to improve for the sixth month in a row, inevitably, there will still be delays to some journeys.

“Now, with automatic Delay Repay, it couldn’t be simpler to get compensation when this happens – but you have to have a key smartcard to benefit from this amazing new system.”


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The algorithm compares how long a passenger has taken to complete the journey with how long that journey should have taken according to the timetable – with claims automatically created if the operator has recorded a relevant delay of at least 15 minutes.

This system is complementary to the existing conventional Delay Repay claim process and does not replace it. Claims for delays of 15 minutes or more can still be made as usual.

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Delay Repay entitles you to 25 per cent back for a delay of at least 15 minutes, or 50 per cent if you’re delayed by more than half an hour.

If you’re delayed by more than an hour you’re entitled to the whole cost of a single journey in compensation, with the cost of a return journey refunded if you’re delayed by more than two hours.

To find out more and get one of the key smartcards, see greatnorthernrail.com/thekey or thameslink.com/thekey.

You can find out more about Delay Repay at greatnorthernrail.com/help-and-support/journey-problems/delay-repay-compensation.

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