CompensationClaim within 28 daysTakes a few steps
Compensation for delays of 15+ minutes (Delay Repay)
Requires submitting a form with proof of travel and accurate delay length, which an agent could do but needs document upload/details beyond a single message.
“If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Southern service, you can claim Delay Repay compensation. The amount of compensation you are entitled to depends on the length of delay and your ticket type.”Southern policy page, What is Delay Repay?
What to include: proof of travel, ticket details, delay length, journey date
Service creditClaim within 28 daysTakes a few steps
Automatic compensation for delays of 15+ minutes (Key Smartcard)
Claim is automatic but requires confirming within 28 days via account login, not a single message.
“Receive compensation for delays of 15 minutes or longer. The level of compensation paid depends on the ticket held and the length of delay.”Southern policy page, Auto Delay Repay
What to include: key smartcard registration, auto delay repay signup, tap in out data
CompensationNo deadline statedTakes a few steps
Compensation for service failures
Criteria are written down, so an agent can argue them.
“* How we will compensate you if things go wrong”Southern policy page, https://www.southernrailway.com/about-us/our-commitments/passengers-charter
What to include: order id