HS2

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.

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