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Auto Delay Repay for Key Smartcard

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

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

This service works only for Gatwick Express, Great Northern, Southern and Thameslink services. If you are delayed on another operator’s service you will need to apply for Delay Repay with them providing them with details of the relevant ticket(s) held on your Key Smartcard.

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

The system uses the data that comes from your entry and exit taps at the station gateline or validator, so if you do not tap at either end of your journey, we have no way of calculating the duration of your journey.

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

This does not currently work for keyGo but it does work for other tickets on the Key Smartcard. If you are making your journey using more than one ticket a claim will not be generated.

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

If you are using a combination of tickets to complete a single journey (e.g. travelling A-C with separate A-B and B-C tickets) then the system will not be able to create a claim and you would need to create a manual Delay Repay claim. However if you hold more than one ticket on your Key Smartcard but the journey you make is covered by just one ticket, then the auto Delay Repay system will be able to create a claim.

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

Because the system uses the data that comes from your entry and exit taps at the station gateline or validator to calculate the duration of your journey, you would need to touch out at the location where you switch from using your Key Smartcard ticket to your paper ticket. This would only create a claim for the portion of your journey covered by the ticket held on your Key Smartcard and you would need to make another claim for the paper ticket portion of your journey. In such a scenario it is best to make a manual claim for your entire journey, providing details of both tickets using the “other” reason for claim option.

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

Compensation is payable if you are delayed by 15 minutes or more. The level of compensation paid depends on the ticket held and the length of delay. Further details can be found here.

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

No, if you make a manual Delay Repay claim for a journey that we also identify as being delayed, any automatic claim will be cancelled and will not appear in your account.

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

We want to provide you with the opportunity to review the details of your claim to ensure they are accurate before finalising the claim.

What are my options for payment method?

You will be able to choose from electronica bank transfer (BACS), credit/debit card payment (Visa only), e-Voucher or PayPal.

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

We are keen to provide compensation as quickly and efficiently as possible and the payment options we offer using auto notification are more speedy. If you prefer cash or a travel voucher then please submit a claim using the traditional route.

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?

You should allow 14 working days for us to process your payment. If you have not received payment after that time, you could contact customer services.

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

As with all Delay Repay claims, you will have 28 days from the date of the delay to finalise your claim.

I have more questions about Delay Repay

Further FAQs about Delay Repay can be found here.

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