As new GWR delay repay scheme launches London TravelWatch calls for all rail operators to pay compensation after 15 minute delays

08 April 2019

London TravelWatch has welcomed the launch of Great Western Railway’s (GWR) new delay repay scheme and called for other operators to follow suit.

GWR* passengers with single, return or weekly tickets can now benefit from the new compensation arrangements which allow passengers delayed between 15 and 29 minutes to receive compensation of 25% of the cost of their fare. This follows the extension of delay repay 15 to GTR, South Western Railway and c2c last year and the introduction last month of delay repay 15 to Greater Anglia and automated delay repay for some South Western Railway ticket holders.** Previously passengers had to wait until their train had been delayed by 30 minutes or an hour on GWR lnter City services before they were able to claim. However, this still leaves 12 operators who are not signed up to delay repay 15.

Tim Bellenger, Director, Policy and Investigation at London TravelWatch welcomed the extension of delay repay 15 to GWR but called on other operators to adopt the scheme: 'This is a huge improvement for GWR passengers although we hope that performance will improve so they won’t have to use it. But we want to see delay repay 15 extended to cover all National Rail operators in and around London so that all passengers can benefit. It is taking far too long for this to happen - we first called for compensation to be available to commuters after 15 minutes in December 2014.'


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.
  • See previous press releases issued on: 13/3/19 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
  • *GWR’s existing scheme is based on the three predecessor train operators of 15+ years ago, and so varies depending on what train you are on, and the Inter City current scheme only applies for journeys delayed by more than an hour rather than 30 minutes: https://www.gwr.com/help-and-support/refunds-and-compensation/delay-compensation
  • **This will be available for season ticket holders using South Western Railway’s Touch smartcard and those who have bought Advance tickets through southwesternrailway.com.
  • 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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