I welcome today’s announcement by the Department for Transport offering Delay Repay compensation for services delayed for more than 15 minutes - https://www.gov.uk/government/speeches/rail-passenger-compensation
The new Delay Repay scheme will be introduced in the next few months on all GTR's services - Southern, Great Northern, Thameslink and Gatwick Express.
The existing compensation threshold for delays starts at 30 minutes. Under the improved scheme customers will be able to claim 25% of the cost of the single fare for delays between 15 and 29 minutes. The existing Delay Repay thresholds will remain and are as follows:
- 50% of the single fare for delays of 30 to 59 minutes;
- 100% of the single fare for delays of 60 minutes or more;
- 100% of the return fare for delays of 2 hours or more.
When passengers are delayed, they deserve compensation and I strongly advise you to make a claim. This announcement will be good news for those with shorter journeys who think it is unfair they receive nothing for delays under 30 minutes. Now a decision has been made, GTR must work hard to implement this as quickly as possible.
Since 1 October GTR updated the way customers could receive compensation, including electronic bank transfer (BACS) and PayPal.
Attached below you can see a letter from the Transport Secretary announcing the Department of Transport's new policy.