Update: 25 March
Following the latest Government advice the operations of our contact centre are restricted – unfortunately, we are currently unable to process refunds and delay-repay applications. This is an interim arrangement and we are urgently looking at alternative ways of handling these claims.
Delay Repay – what is it?
Delay Repay is a national scheme that makes it easy for you to get compensation for delayed journeys. If you are delayed by 15 minutes or longer when you travel with us, you can claim Delay Repay.
The delay is calculated against the normal or planned amended timetable that is published in advance (for example during planned engineering works at weekends) and it doesn’t matter what caused the delay, you can claim.
Make a claim
| Length of Delay
|15 to 29 minutes
||25% of the cost of a single ticket
25% of the cost of a delayed season ticket journey
12.5% of the cost of a return ticket
|30 to 59 minutes
||50% of the cost of a single ticket
50% of the cost of a delayed season ticket journey
25% of the cost of a return ticket
|60 to 119 minutes
||100% of the cost of a single ticket
100% of the cost of a delayed season ticket journey
50% of the cost of a return ticket
|120 minutes or more
||100% of the cost of a ticket, whether a single, return or a delayed season ticket journey
Season ticket journeys are calculated based on the following:
- an annual season ticket covers 464 single journeys
- a six-monthly season ticket covers 240 single journeys
- a quarterly season ticket covers 120 single journeys
- a monthly season ticket covers 40 single journeys
- a weekly season ticket covers 10 single journeys
How do I claim?
Claiming is simple. You can fill out a form online (if you register it is quicker to claim and you can see your history), or you can apply by post by completing a form available at stations or to download here.
Once we have received your claim we will process it within 20 days (we’re normally much quicker than this) and pay your compensation back to you by your chosen method at the same time.
To avoid any delays, please make sure you complete all the details on the form as best you can.
If you bought your Advance or Touch smartcard season ticket at southwesternrailway.com you can register for Automated Delay Repay (ADR). This is a really simple way to get any Delay Repay compensation you are entitled to.
How does this affect my rights under the Consumer Rights Act?
Our policy does not in any way limit or exclude your legal rights under the Consumer Rights Act 2015.
Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service. If you think this applies to you, please get in touch with our Customer Services team and tell us what happened so we can look into it.
We look at each claim on a case-by-case basis and aim to get back to you within 20 working days.
For more information on the Consumer Rights Act and how it applies to the railway industry please see this PDF from National Rail.