Latest Rail News


GTR rolls out automatic delay compensation system for smartcard customers

GTR has this week announced a new system that will allow customers using a ‘key smartcard’ to be automatically compensated for delays to services of 15 minutes or more.

Passenger on Great Northern and Thameslink who use the smartcard will now be automatically compensated for delays without having to submit a request for money back.

The system uses complex algorithms after the customer has tapped in and out, and will be able to tell if the journey the passenger travelled on was more than 15 minutes late.

If the service did not arrive on time – then an automatic claim will be submitted to the customer’s account. Then, the passenger has to review the claim for accuracy and confirm how they want to be paid back and the money will be automatically sent to them.

GTR added that in the next few weeks the system will be rolled out to Southern customers – who have frequently been told to claim back compensation for delays – and on the Gatwick Express network.

“While our punctuality continues to improve for the sixth month in a row, inevitably, there will still be delays to some journeys,” said Thameslink and Great Northern’s passenger services director, Stuart Cheshire.

“Now, with automatic Delay Repay it couldn’t be simpler to get compensation when this happens, but you have to have a key smartcard to benefit from this amazing new system.”

Customers have also been reminded to apply for a key smartcard, which only takes a few minutes and can be done online.

Back in March, the DfT announced that automatic compensation would also be rolled out on Northern, TPE and East Anglia shortly.

Great Northern passengers can apply for a key smartcard here, and here for Thameslink passengers.

Have you got a story to tell? Would you like to become an RTM columnist? If so, click here.


Andrew Gwilt   07/07/2017 at 04:38

Most of the train operators that have introduced the new "smart card" scheme for for commuters that use the trains and do commute to & from London. In which has replaced the seasonal train tickets with some commuters still using seasonal train tickets to commute on the trains. Aswell commuters that live in and around Greater London do have Oyster Cards to travel on the London Underground, London Overground, DLR, Tramlink, TfL Rail (Elizabeth Line), Emirates Air-Line cable car and even on London buses and London taxis that has replaced the cash and coins on every transit and transportation in London.

Add your comment



Rail industry Focus

View all News


The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >

'the sleepers' blog

NPR, TRU & Fleetwood Mac

18/10/2019NPR, TRU & Fleetwood Mac

Switch up your playlist with the first #WeAreRTM podcast, gain exclusive insight into the leaders running the rail industry their opinions on recent headlines, visions for the future and meet the personalities behind the job titles. It's no... more >
read more blog posts from 'the sleeper' >


Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he would not rule out his organisation issuing future r... more >
Malcolm Holmes, executive director of West Midlands Rail Executive, announced as TCR Midlands speaker in Birmingham

24/06/2019Malcolm Holmes, executive director of West Midlands Rail Executive, announced as TCR Midlands speaker in Birmingham

Ahead of his appearance, Malcolm Holmes spoke with Rail Technology Magazine about what key leaders in the industry were doing to improve rail in the Midlands. He said: “It’s very... more >