Automated Delay Repay

Making claims quicker, easier, and simpler

Automated Delay Repay (ADR) is our new way of claiming compensation for customers who bought either a season ticket using our touch Smartcard or an Advance ticket through southwesternrailway.com.

How does Automated Delay Repay (ADR) work?

For Touch smartcard season ticket holders:

  • When you tap in and out on your rail journey, ADR will monitor your journey.
  • If we think you have been delayed by 15 minutes or more, ADR will generate a claim and add it to your delay repay account. You will get an email to tell you this.
  • You can then follow the instructions in the email to accept, decline or amend the claim based on your actual journey.

For Advance ticket holders:

  • If your booked train is delayed by 15 minutes or more, ADR will generate a claim and place it in your account. You will get an email to tell you this.
  • You can then follow the instructions in the email to accept, decline or amend the claim based on your actual journey.

To be eligible for ADR, you'll need to have bought your Advance or Touch smartcard season ticket at southwesternrailway.com.

How do I use ADR?

Using ADR is simple:

  • Create an account at delayrepay.southwesternrailway.com (the email address for My Account & Delay Repay need to be the same. If you already have an account, please make sure you’re using the same email address for Delay Repay.)
  • Opt in to Automated Delay Repay in your account
  • Tap in and tap out whenever you travel
  • ADR identifies if you were delaye, and creates a claim on your behalf. This will be placed in your account and you will get an email to tell you this.
Do I have to tap in and tap out for ADR?

Yes, without this data we will not be able to determine whether your journey was delayed or not.

I don't want to switch to a Touch smartcard - can I still use ADR?

Advance tickets work with ADR, but unfortunately, due to technology restrictions, we are not able to offer ADR on any other paper or digital tickets yet. We are working on adding ADR for other digital tickets in future.

Can I still make claims myself?

Absolutely - ADR is just one part of the Delay Repay scheme and won’t work if you didn’t or couldn’t tap in and out, or if your journey was different to normal. You can always submit a claim online or by filling out a printed form.

Don’t worry if you’re not sure either, as ADR can detect if you've made a claim for a journey and won’t then automatically raise one for you. Similarly, if you make Delay Repay claim and ADR has already generated a claim, we will let you know.

Is ADR quicker than Delay Repay?

Apart from the obvious time saving in filling out claims (or having to remember to do so), ADR claims are generated within 2-3 days of travel and are usually settled within a few days of you accepting the claim. In most instances this is the fastest way to receive Delay Repay compensation.

ADR has sent me a claim that isn't correct. What can I do?

If the delay band is incorrect you can amend the claim by following the instructions in the email notification. If you weren't delayed, you can decline the claim.

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