Southern and Gatwick Express smartcard ticket holders will receive automatic compensation should their train be delayed by more than 15 minutes.
The Key smartcard uses an automatic compensation system after passengers have tapped in and out, to assess whether the journey made was delayed by more than 15 minutes. Compensation will automatically be paid to the passenger’s account, after which they can review the claim for accuracy and confirm their preferred method of payment. Passengers can also claim compensation online or by a paper form.
The system was introduced in July to Thameslink and Great Northern passengers. Its rollout to Southern and Gatwick Express means that all Govia Thameslink Railway passengers can now benefit from the system.
However, London TravelWatch says passengers using Oyster and contactless payments should also have access to ‘hassle-free’ compensation.