I've found two conflicting conditions with regards to delay repay for 120+ minutes for a season ticket holder.
This page: https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/delay-repay under the question, "What am I entitled to?" says that compensation for a season ticket holder for delays of 120minutes or more is 100% of the value of the delayed journey.
However, this page: https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/delay-repay/delay-repay-faqs under the question, "Why was my claim declined or not processed?" suggests that that the delay for 120+ minutes would allow compensation for a full-days travel, which to me implies a return journey, and therefore the equivalent cost of two single tickets. ([Quote: "Where a delay of 120 minutes occurs, the calculation for this provides you with 100% of the cost of the day’s travel (whether you are a season ticket or daily ticket holder). Because we provide the full cost of the ticket (or value of the day’s travel in the case of season ticket holders)"]
Could you please clarify the situation here as it seems unclear what season ticket holders are entitled to for a 120+ minute delay.
At present, the terms and conditions for SWR's delay repay scheme for season ticket holders seems quite fragmented and is split across multiple web pages. Is there a single, clear document that sets out the exact terms of your delay repay policy?
I have confirmed with my colleagues that you will get 100% of the return ticket, I understand the confusion caused and will raise it.
It seems the website still hasn't been updated to reflect the 2 hour level of delay repay: see https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/delay-repay under 'What are you entitled to?".
I am so sorry this hasn't been corrected yet, I am chasing it as a matter of priority now with the relevant teams.
I thank you in advance for your patience on this matter.
Christopher, it shouldn’t take 27 days to update something. Commuters are either being sent to extraordinary lengths to get what they are owed or defrauded. I have had a another claim paid out at the incorrect amount. My journey should take 25 minutes. When this is 2hrs late any incorrect refunds (not compensation) add insult to injury.
How do I escalate this higher up than the general dr email address for delay repays? This doesn’t answer.
Hi Simon, please use this form to raise your concerns to our customer service team who will investigate the circumstances. They are separate from the delay repay team and is the first step on the escalation process. If you would like to know more about our complaint handling procedure please click here.
Hi David, another incorrect refund today. 2hr delay and SINGLE ticket refunded. Please can teams be trained correctly? The 2hr+ delay is an option on the claim form and should be processed correctly.
This time the rejection was for 27th March fiasco (when trains from Woking terminated at Surbiton and we were told to get a bus to Wimbledon to join the District line to change at Embankment for Waterloo). All documented on my original claim.
Incredibly frustrating to have to fight for refunds due to us, wasting further time. £8 for a 2hr delay is £4 per hour, which is already less than National Minimum Wage (for comparison).
Hi Simon, are you able to private message me your email address and claim numbers? That way I'll ask one of the Delay Repay team to contact you directly.
Just click the message icon in the top right hand side of this screen
Or on mobile click the down arrow in the top right hand corner then click the message icon.