Due to the recent levels of disruption to services, and short notice alterations, our Auto Delay Repay notification service may not operate as effectively as normal. During this time, we advise Key Smartcard customers to make manual Delay Repay claims via our online webform
Auto Delay Repay for our Key Smartcard customers
We can in many cases, tell when you may have been delayed and let you know when you’re owed compensation.
As long as:
- you touch in and out at the beginning and end of your journey using your Key Smartcard
- your journey was on a Thameslink, Great Northern, Southern or Gatwick Express service
Whenever we think you could’ve been delayed, we will automatically generate a claim in the ‘auto Delay Repay’ section of your online account. In addition to this we can send you an alert email when a claim is generated as long as you’ve opted in to receive these alerts. You can opt in/out at any time by adjusting your account preferences in your online account.
Don’t have a Key Smartcard? No problem!
The Key Smartcard is a hassle-free, paperless and speedy way to purchase, collect and use your ticket.
Getting one is quick and easy.
Register for yours today. It only takes a few minutes to apply and it’ll get sent to you within 3-5 working days.