Au­to­matic com­pen­sa­tion for de­layed pas­sen­gers

Surrey Advertiser - - Front Page -

RAIL pas­sen­gers de­layed by 15 min­utes or more will now be el­i­gi­ble for au­to­matic com­pen­sa­tion, it has been an­nounced – but there’s a bit of a catch.

Govia-Thames­link Rail­way (GTR) said its au­to­matic “De­lay Re­pay” scheme will help “mod­ernise one of the most con­gested net­works in the coun­try”.

Peo­ple us­ing South­ern Rail and Gatwick Ex­press trains will now au­to­mat­i­cally be com­pen­sated for de­lays of 15-min­utes or more, it was an­nounced (Thurs­day).

While this may make your waits just that lit­tle bit more bear­able, there is a catch.

To be el­i­gi­ble for the au­to­matic de­lay re­pay scheme, you must have a “key smart­card” – but the good news is they are to­tally free.

All you have to do is order it on­line at www.south­ern­rail­­ets-and­fares/the-key-smart­card/ and it will be de­liv­ered to you within five work­ing days.

Ev­ery time you tap the on yes­ter­day smart­card in and out of your jour­ney, the com­pen­sa­tion sys­tem will use a se­ries of al­go­rithms to record any de­lays.

It com­pares how long it has taken the pas­sen­ger to com­plete the jour­ney against how long the jour­ney should have taken.

A claim will be sent au­to­mat­i­cally to the pas­sen­ger’s on­line ac­count and all you have to do is re­view the claim and click the con­fir­ma­tion but­ton.

Where there is a dis­crep­ancy, the sys­tem checks whether there were any cor­re­spond­ing train de­lays or can­cel­la­tions.

Where can you use the smart­card?

You can use the key smart­card across the Govia net­work, which in­cludes South­ern in Sur­rey.

Ac­cord­ing to South­ern and Gatwick Ex­press pas­sen­ger ser­vices di­rec­tor Angie Doll, this is just one step in the con­tin­ued im­prove­ment of the ser­vice.

“Pas­sen­gers have seen a sig­nif­i­cant im­prove­ment in South­ern ser­vice lev­els but we still have more to do,” she said. “And when things go wrong on this, the most con­gested net­work in the UK, pas­sen­gers de­serve com­pen­sa­tion.

“Now, with au­to­matic De­lay Re­pay, it couldn’t be quicker or sim­pler to get money back if you are de­layed.”

Govia’s orig­i­nal re­pay claim process will re­main in place along­side the au­to­matic scheme.

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