Auto Delay Repay for Key Smartcard

Your questions about Auto Delay Repay for Key Smartcard on Thameslink answered here…

How does the system work?

We use data that comes from your entry and exit taps at station gatelines and validators. We compare how long it has taken you to complete your journey based on your tap activity against how long your journey should have taken according to the published timetable. Where there is a discrepancy, we look to see if there were any corresponding train delays or cancellations, and if we find a relevant delay of 15 minutes or more, a claim will be created. You must click the ‘claim’ button in your online account, review the information and confirm your preferred payment method to complete the process.

What happens if I travel on another operator’s service and I am delayed?

What if I forget to touch in or out at the station?

Does this system work for all tickets held on the Key Smartcard?

I travel using a combination of tickets (more than one ticket) on my Key Smartcard, will the auto Delay Repay system work?

If I travel using a ticket held on my Key Smartcard and a paper ticket, will the auto Delay Repay system work?

What level of compensation will I receive if an auto Delay Repay claim is generated?

What happens if I make a normal Delay Repay claim – will an automatic claim also be generated?

Why can’t you just pay me the compensation I am entitled to when you know I’ve been delayed?

What are my options for payment method?

Why can’t I get a cheque or cashable voucher with auto Delay Repay?

What if I don’t think the claim is correct?

If you do not think your claim is correct, you can either choose not to proceed with it and it will be cancelled, or if the delay length is incorrect, you can amend this and provide us with further information about your delayed journey. This will automatically be referred to a customer service Advisor for review. Alternatively you can just make a normal Delay Repay claim. Please note that referred claims will always take longer for us to process.

What if my claim has been processed but I haven’t received payment?

How long do I have to redeem an auto Delay Repay claim?

I have more questions about Delay Repay

Why can’t you send compensation automatically to me?

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Auto Delay Repay for Key Smartcard

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