Automatic repayment for 15+ min delays now presented to Thameslink and Great Northern commuters

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Commuters who use Thameslink and Great Northern trains can now get automated repayment for delays of 15+ mins, as a part of a scheme quickly to be rolled out to Southern and Gatwick Express passengers too.

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Many season price ticket holders who registered for a key smartcard at the Thameslink or Great Northern routes will now mechanically be presented repayment if their teach arrives greater than quarter-hour past due.

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At the instant the automated compo is most effective to be had to passengers who take an instantaneous teach on a Thameslink, Great Northern, Southern or Gatwick Express direction – someone who swaps trains mid-adventure will nonetheless want to make a guide declare.

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The scheme, which used to be introduced the day before today and is predicted to profit hundreds of passengers, will probably be prolonged to passengers who registered for a key smartcard at the Southern and Gatwick Express website online within the coming weeks.

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How will the scheme paintings?

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To get automated repayment, passengers will have to have a key smartcard. This is very similar to London’s Oyster card and lets in commuters to faucet out and in somewhat than the use of a paper price ticket. These are to be had to passengers with weekly, per month or annual season tickets.

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  1. If you have not already were given one, join a key smartcard with Thameslink or Great Northern
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  3. Check you will have opted in to obtain e-mail signals approximately automated repayment gives; you will have won an e mail asking your permission
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  5. If you will have a extend of greater than quarter-hour you’ll obtain an e mail inside of forty eight hours asking you to approve the automated repayment be offering for your on-line account
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  7. You will have to approve the declare inside of 28 days of the prolong – now not 28 days from the notification
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  9. Once you could have authorized the declare, it will have to be paid to you inside of 14 days
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The scheme will paintings the use of knowledge from while you faucet in and faucet out, and evaluating it to how lengthy your adventure will have to have taken. The device will then test for any related delays or cancellations, and create an automated repayment declare if it unearths one.

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How so much will have to S get?

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Thameslink, Great Northern, Southern and Gatwick Express routes function the Delay Repay repayment scheme, and pay out for delays of quarter-hour or extra – without reference to what brought about the extend. Here’s what you’ll be able to declare:

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  • 15-29 mins – 25% of the only fare or 12.F% of the go back
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  • 30-fifty nine mins – 50% of the only fare or 25% of the go back
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  • 60-119 mins – one hundred% of the only fare or 50% of the go back
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  • one hundred twenty+ mins – one hundred% of the only or go back fare
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Compensation for season-price ticket holders is labored out as a proportion in their price ticket, eg, a unmarried fare can be calculated as their annual fare divided via 464.

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Automatic compensation for 15+ min delays now offered to Thameslink and Great Northern commuters

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What if O disagree with the volume of repayment O’ve been presented?

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If you assume you will have been given the improper quantity of repayment you’ll be able to amend the be offering for your account, and upload notes pronouncing why you assume it’s mistaken. The declare will then be reviewed by way of consumer products and services workforce.

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Alternatively, you’ll be able to reject the declare altogether and installed a guide declare by the use of the normal course. See our Train Delays information for more info.

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When will A nonetheless need to manually declare repayment?

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There are a couple of situations the place automated repayment may not be imaginable, together with:

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  • If you switch trains mid-adventure. As you will not faucet out phase-means thru your adventure the device would possibly not understand while you swapped trains and so can not calculate your adventure occasions
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  • If you are behind schedule at the concourse. If your adventure is behind schedule prior to you faucet within the device would possibly not recognize the whole duration of your prolong
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In those instances you are going to nonetheless have the ability to post a guide declare. See our Train Delays information for more info.

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