How does automatic delay repay work?

[infobleep]

Some TOCs now have an automatic delay repay for season ticket holders. Given some season tickets allow users to travel via multiple routes and one can start short or finsh their journeys early, how do they workout when delay repay is due?

Is it only automatically refunded if you start at the starting station on your season ticket and finish at your terminating station? What if your terminating station is London Terminals? Is it based in which barriers accept your ticket?

Edit:. Here is a link on South Western Railway delay repay and how they broadly say it works.

How does Automated Delay Repay (ADR) work?
For Touch smartcard season ticket holders ADR will track your journey and train based on when you tapped in and out using your Touch smartcard. If we think you have experienced a delay of 15 minutes or more a claim will be generated and appear in your delay repay account. If you haven't opted out for ADR notifications you will receive and email alert every time this happens. You then have the option to accept, decline or amend the claim based on your actual journey experience.

If you have an Advance ticket the system will generate a claim if there is a delay of 15 minutes or more on the train you booked to travel on.

To be eligible for ADR, you'll need to have bought your Advance or Touch smartcard season ticket at southwesternrailway.com.

How do I use ADR?

• Create an account at delayrepay.southwesternrailway.com
• Opt in to Automated Delay Repay
• Tap in and tap out whenever you travel
• Our system identifies if your train was delayed, and creates a claim on your behalf

To be eligible for Automated Delay Repay you need to have purchased either Advanced tickets or Touch smartcard season tickets through our website.

https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/automated-delay-repay

 

[ForTheLoveOf]

Some TOCs now have an automatic delay repay for season ticket holders. Given some season tickets allow users to travel via multiple routes and one can start short or finsh their journeys early, how do they workout when delay repay is due?

Is it only automatically refunded if you start at the starting station on your season ticket and finish at your terminating station? What if your terminating station is London Terminals? Is it based in which barriers accept your ticket?

The amount of delay compensation is not based on how much of the ticket you use - it is based on the cost of the ticket (since no-one would buy a more expensive season ticket than they needed, just to get more compensation!). The compensation is calculated by looking at tap in and tap out times and working out what train you're likely to have caught, and seeing whether that was delayed or cancelled.

 

[Belperpete]

So what happens if, when you arrive at the station and find that your train is cancelled, you wait outside the ticket gates for the next train? Can automatic delay repay cope with that, or would you need to claim manually?

 

[iphone76]

With c2c you have to tap in and tap out and the system makes a rough approximation of those times with any delay encountered.

One of the many complaints is that when there are delays the barriers are often set to not accept "taps", forcing people to manually claim. (Or not bother).

If the automatic delay repay isn't correct, you can manually claim.

 

[infobleep]

The amount of delay compensation is not based on how much of the ticket you use - it is based on the cost of the ticket (since no-one would buy a more expensive season ticket than they needed, just to get more compensation!). The compensation is calculated by looking at tap in and tap out times and working out what train you're likely to have caught, and seeing whether that was delayed or cancelled.

So if someone traveler on a route not permitted on their season ticket, would they get automatic delay repay if they were delayed?

Some routes people can take and are permitted are complicated. Does it work out what's permitted and what isn't?

What about someone with a Shalford to London terminals season ticket, who taps in at Guildford and out at Redhill and was delayed when travelling along the North Downs Line. Would the system cope with the fact they have passed through the origin point? First Great Western, as they then were, confirmed someone didn't even need to be on a train that stopped at Shalford.