Service creditClaim within 28 daysTakes a few steps
Delay Repay compensation for delays of 15+ minutes
Requires submitting an online/postal form with proof of travel and specific journey/delay details rather than a single message.
“If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Thameslink 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.”Thameslink policy page, Delay Repay compensation
What to include: proof of travel, ticket type, journey details, delay length
Service creditNo deadline statedTakes a few steps
Auto Delay Repay via Key Smartcard for easier claims
Requires prior registration and account setup (Key Smartcard + Auto Delay Repay enrollment) before any automated claiming benefit applies.
“When you register for a Key Smartcard, and sign up for Auto Delay Repay in your account, you may find claiming for delays more straightforward and hassle-free.”Thameslink policy page, Get compensation easily with a Key Smartcard
What to include: key smartcard registration, account signup
CompensationClaim within 28 daysTakes a few steps
Auto Delay Repay compensation for delays of 15+ minutes
Claim is auto-generated from tap data and emailed to the customer, but the customer (or an agent on their behalf) still has to log in within 28 days to confirm the claim and choose a payment method.
“Receive compensation for delays of 15 minutes or longer. The level of compensation paid depends on the ticket held and the length of delay.”Thameslink policy page, Auto Delay Repay - You will
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”Thameslink policy page, https://www.thameslinkrailway.com/about-us/our-commitments/passengers-charter
What to include: order id
Right to cancelClaim within 28 daysSimple to claim
28-day deadline to submit Delay Repay claim
This is a simple, objective deadline an agent can check and act on using the journey date alone.
“You need to apply for compensation online or by post within 28 days of your delayed journey.”Thameslink policy page, How to claim Delay Repay
What to include: journey date, proof of travel