Automatic compensation for GTR smartcard users is a welcome step but Oyster/contactless users must not miss out

Automatic compensation for GTR smartcard users is a welcome step but Oyster/contactless users must not miss out

24 August 2017

London’s independent passenger watchdog has welcomed today’s announcement by Govia Thameslink Railway (GTR) that Southern and Gatwick Express passengers using its key smartcard are now being automatically compensated for delays of 15 minutes or more. However, given the huge number of GTR stations where the key card cannot be used, the lack of automatic compensation for Oyster and Contactless card users is a serious gap.

Stephen Locke, Chair of London TravelWatch commented: 'It was a welcome step forward when GTR introduced compensation after 15 minutes at the end of last year – a major success for London TravelWatch*. This is further good news for passengers who use GTR’s Key smartcard to travel in and around London. However this facility must also be made available to passengers using Oyster and Contactless payment card users. It is bad enough being delayed – operators should make it as easy as possible for passengers to claim what they are entitled to and we will continue to urge the operator to make further improvements.'


Further information

  • London TravelWatch is the operating name for the London Transport Users Committee. We are the official watchdog representing the interests of transport users in and around London, and independent of the transport operators and government. London TravelWatch is sponsored and funded by the London Assembly, part of the Greater London Authority.
  • *London TravelWatch first called for compensation to be available to commuters after 15 minutes in December 2014 when it became apparent that many people making relatively short journeys of 20-25 minutes were regularly being regularly inconvenienced by delays of say 20 minutes, with no right to any compensation.
  • See previous press releases issued on: 13/10/16, 29/7/16, 18/3/16, 19/1/16, 10/8/15, 13/3/15, 27/2/15, 9/2/15, 14/1/15 and 22/12/14
  • Follow London TravelWatch on Twitter and You Tube.
  • For more information, please contact the London TravelWatch press office on 020 3176 5941 or 07734 055494.
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