New Delay Compensation Scheme on South Western Railway

Refunds by app or post if train is more than 15 minutes behind schedule

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South Western Railway (SWR) have set up a new scheme which they claim will make it easier for passengers hit by delays to claim a refund.

From Friday 1 December can claim Delay Repay compensation online, via the SWR mobile app or by post if their journey is delayed by 15 minutes or more. This compares to the previous Delay Repay compensation threshold of 30 minutes.

Customers can apply for Delay Repay 15 compensation by using the secure online form at or via the SWR mobile app (available from the App Store or Google Play). Those who prefer to complete a paper compensation form can pick one up at any staffed SWR station.

Customers are eligible for up to 25% of the cost of a single journey ticket for delays between 15-29 minutes. Delays of 30 minutes or more will still be compensated at the previous rate. All claims must be received within 28 days of the delay and include the original ticket, receipt or copy of the season ticket.

Christian Neill, Head of Customer Experience for SWR, said: “We recognise that every minute counts if you're travelling by train - especially for busy commuters.

“Sometimes, unfortunately, things do go wrong, and we want to ensure fair compensation is offered to our passengers in these cases. Today's launch of our scheme to compensate passengers if their journey is delayed by 15 minutes or more shows our commitment to improving the South Western Railway customer experience.”

December 2, 2017


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