Passengers travelling on South Western Railway trains will now be able to claim compensation if their journey is delayed by 15 minutes or more. This compares to the previous Delay Repay compensation threshold of 30 minutes.
Customers can apply for Delay Repay 15 compensation by using the secure online form at delayrepay.southwesternrailway.com or via the SWR mobile app (available from the App Store or Google Play). Those who prefer to complete a paper compensation form can pick one up at any staffed SWR station.
Customers are eligible for up to 25% of the cost of a single journey ticket for delays between 15-29 minutes. Delays of 30 minutes or more will still be compensated at the previous rate. All claims must be received within 28 days of the delay and include the original ticket, receipt or copy of the season ticket.
Christian Neill, Head of Customer Experience for South Western Railway, said: “We recognise that every minute counts if you’re travelling by train - especially for busy commuters.
“Sometimes, unfortunately, things do go wrong, and we want to ensure fair compensation is offered to our passengers in these cases. Today’s launch of our scheme to compensate passengers if their journey is delayed by 15 minutes or more shows our commitment to improving the South Western Railway customer experience.”
Customers can claim Delay Repay compensation online: delayrepay.southwesternrailway.com, via the SWR mobile App or by post.