New Automated Delay Repay scheme launched by South Western Railway

Thursday 04th April 2019

A hand holding an advance ticket and a Touch smart card

  • Journeys delayed by 15 minutes or more will automatically generate compensation claim on customer accounts (for customers who have bought Advance Purchase tickets or a Touch Smartcard season ticket from the SWR website)
  • Part of wider SWR customer experience innovation programme

South Western Railway has introduced a new Automated Delay Repay (ADR) scheme that will drastically cut the time it takes customers to claim and receive payment if their train is late.

Alan Penlington, Customer Experience Director for South Western Railway, said:
“Nobody likes delays, but when things do go wrong we are determined that our customers are suitably compensated. That’s why we’ve introduced Automated Delay Repay for customers who have bought Advance Purchase tickets or a Touch Smartcard season ticket from the SWR website.

“If an SWR service has been delayed by 15 minutes or more, a claim will automatically generate on customer Delay Repay accounts.

“Customers will then receive an alert email to inform them that a payment is awaiting confirmation. By clicking ‘claim’ (after reviewing the journey summary provided), customer accounts will be credited immediately.

“The roll-out of ADR is all part of a wider programme to improve the customer experience for anyone travelling with SWR. We look forward to introducing more exciting innovations over the course of our franchise, including: faster Wi-Fi, new onboard infotainment systems, and more comfortable journeys.”

Rail Minister, Andrew Jones said:
“Ensuring reliability and punctuality for our passengers is our top priority, but if things do go wrong, it’s right that people are compensated fairly and quickly.

“The launch of ‘one click’ automated compensation for specific tickets is a welcome step forward for passengers on SWR and builds on our commitment to introduce this type of speedy compensation on future franchises.”

Find out more about Automated Delay Repay