I've been trying to submit a refund form (Here: https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation) for an 1hr 30 min delay last Saturday.
I didn't know whether I was eligible or not, until the conductor mentioned on the loud speaker that refunds could be claimed online for the delay.
But the online form doesn't seem to be working. I fill in all the relevant fields and when clicking submit nothing happens.
Has anyone had this same issue? It's been like this since Sunday.
I've had issues with the website. I have tried booking tickets but can't complete the transaction. The site just freezes. I have used Trainline instead.
After 23 Sept delays from Salisbury to Bristol TM, we can't complete the online form either. 'Station from' and 'Destination Station' and one other field are not allowing me to populate anything in them. They are mandatory fields so, you can't submit the form without filling them in.
SWR ....Can we please have a response to this?
I've had issues too. I am still waiting for compensation from South West Trains/South Western Railway. I have been waiting well over 28 days, the time it would apparently take to resolve the claim. I wanted to send another message to complain about this too!
Hello RBG, I've investigated this with our Delay/repay department and they confirmed that there were some issues. These have now been resolved. So, if you haven't applied yet, do please do so here https://www.southwesternrailway.com/contact-and-help/refunds-and-compensation/delay-repay If you are still having problems with the online form, there is a hard copy that can be printed out - please see the 'how to apply for delay repay' and the form will be under option 3.
I'm sorry for not replying sooner. Please do let me know if you have any further questions.
I've submitted 4 valid claims where I had a train cancelled and the next ran late and the delay in each case was more than 30 minutes. Submitted with all the necessary photocard and season ticket scan and well within the 28-day deadline. All 4 have been quickly rejected saying calculated delay less than 30 minutes, which is wrong. Have had to submit a complaint, but do you have any idea what is causing this error or is it the case that SWR are systematically declining Delay Repay claims? Under SWT I would have had a few half void days by now as these delays occurred on days when there was lots of disruption on the network due to NR and SWT failures. Thus far under SWR, despite all the disruption I have no had a penny in compensation, so looks like Delay Repay is nowhere near as good as Void Day refunds (which SWT actually paid out on)