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Last updated: 11:12

Auto Delay Repay for Key Smartcard

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

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.

Auto Delay Repay works for al ticket types available on the Key Smartcard including keyGo.

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

Further FAQs about Delay Repay can be found here.

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.

It will only work for the part of the journey that you used your Key Smartcard for (providing you tapped in and out for that leg). A manual claim can be made for the paper ticket leg of the journey, but in this case we would recommend you create a manual claim for the journey in its entirety to simplify the process.

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

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.

This service is only for journeys on Thameslink, Great Northern, Southern or Gatwick Express services. For delays with other operators you will need to claim with them directly, providing them with details of the relevant ticket(s) held on your Key Smartcard.

As long as you make your journey using one ticket and touch in at your origin and out at your destination station then a claim can still be created if a delay is found. It is important that you do not touch out at the intermediate station, otherwise we will consider this as two separate journeys. Please note that in the case of a multi-leg journey, we will create a claim only if the connecting train leaves in line with the minimum connection times for that station. .

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.

You may not receive an Auto Delay Repay claim. This is because we use 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.

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.

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.

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.

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

It’s important we provide you with the opportunity to review the details of your claim to ensure they are accurate before finalising the claim.

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