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<p>The Department requires operators of new franchises to provide automated Delay
Repay compensation processes that make claiming swift and simple and is working with
the rail industry and the Office of Rail and Road (ORR) to deliver more automated
claims processes across all DfT-let franchises. The Delay Repay compensation scheme
has now been rolled out to all but one of these franchises. Since announcing ‘one-click’
compensation in October 2018, the Government has also introduced a requirement for
new franchises to introduce simple one-click automated claims systems, available via
smartphones and smartcard registration, to make it easier for passengers to claim
compensation when they have suffered delays.</p><p> </p><p>In practice, train operating
companies work with one another to ensure that the Delay Repay compensation scheme
works in an interoperable way between franchises. For example, if a passenger submits
their claim for compensation to an operator other than the one responsible for the
delay, then the operator receiving the claim should forward this to the one that was
responsible for the delay and advise the passenger that they have done this.</p><p>
</p><p>We can advise that South Western Railway (SWR)’s compensation offering was
improved earlier this month with the announcement of Automated Delay Repay, which
is a new simpler way of claiming compensation for Season ticket holders using SWR
Touch smartcards and for holders of Advance tickets purchased through SWR’s website:</p><p>
</p><p><a href="https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/automated-delay-repay"
target="_blank">https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/automated-delay-repay</a>.</p><p>
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