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Ever been stuck on a delayed train and wondered if you’re entitled to compensation? With South Western Railway (SWR), you could claim money back under the Delay Repay scheme.
This compensation program ensures passengers receive a refund if their journey is delayed by at least 15 minutes. Whether you’re using a single, return, or season ticket, the process is straightforward.
By understanding your rights, knowing how to apply, and having the correct details ready, you can get reimbursed for the inconvenience. In this guide, we’ll cover everything you need to know about SWR Delay Repay and how to claim effectively.
Who Can Claim Train Delay Compensation with SWR?
Passengers travelling on South Western Railway (SWR) who experience delays of 15 minutes or more are generally eligible for compensation under the Delay Repay scheme. Whether you’re a daily commuter or occasional traveller, you may be entitled to claim.
Eligible Passengers:
- Holders of paper tickets
- Travellers with eTickets or mobile tickets
- Users of Touch Smartcards, including Tap2Go
- Advance, Anytime, and Off-Peak ticket holders
- Season ticket holders (weekly, monthly, flexi, annual)
- Passengers using Oyster or Contactless Payment on valid SWR routes
Situations You Can Claim For:
- Train arriving 15 minutes or more late at your destination
- Missed connections due to a delayed SWR service
- Train cancellations that resulted in delays to your arrival
- Delays even when part of a multi-operator journey, provided SWR caused the delay
However, you cannot claim if you abandon your journey and instead should request a refund for the unused ticket portion.
Claims must be made within 28 days of the delayed journey. If you’re registered for Automated Delay Repay (ADR), claims might be submitted automatically, saving you time.
When Are You Entitled to a Refund for a Delayed Train?
Under the SWR Delay Repay scheme, a passenger becomes eligible for compensation when their train arrives at least 15 minutes late at the final destination.
The calculation is strictly based on the arrival time, not when the train departs, and applies even if the delay results from circumstances outside SWR’s control.
Whether your journey was affected by:
- Signalling issues
- Train breakdowns
- Severe weather
- Or even unexpected overcrowding
Importantly, SWR applies this policy to both planned and emergency timetables. If the train is operating under an adjusted or emergency schedule (e.g., due to engineering works or strikes), the delay is measured against that modified timetable, not the original schedule.
If your train is cancelled, and your entire journey is delayed, you can still claim, even if you had to board the next available train.
However, if you choose not to complete your journey and head home or elsewhere instead, you won’t be eligible for Delay Repay but may be able to request a refund for the unused portion of your ticket.
How SWR Calculate Delay Repay Compensation?
SWR calculates compensation based on both the type of ticket and the length of delay experienced. The refund is a percentage of the ticket’s cost and varies accordingly. For season ticket holders, compensation is calculated as a portion of the daily journey value, determined from the ticket type.
Below is a clear table showing the breakdown:
| Delay Duration | Single Ticket | Return Ticket | Season Ticket (per journey value) |
| 15–29 minutes | 25% | 12.5% | 12.5% |
| 30–59 minutes | 50% | 25% | 25% |
| 60–119 minutes | 100% | 50% | 50% |
| 120 minutes+ | 100% | 100% | 100% |
Daily Value for Season Tickets:
- Weekly: 1/10 of total cost
- Flexi: 1/16 of total cost
- Monthly: 1/40 of total cost
- Annual: 1/464 of total cost
Compensation is limited to the total cost of your ticket, regardless of how long the delay is. Even in cases of significant disruption, you won’t receive more than what you paid for the journey.
How Can You Claim SWR Delay Repay Compensation?
Claiming your refund is straightforward, whether online or by post. SWR provides multiple channels for submitting a Delay Repay claim. Here’s how to do it:
Online Claim
- Visit the official SWR Delay Repay portal
- Register or log in with your details
- Fill in journey information and attach proof of travel
- Select your preferred refund method (bank transfer, cheque, etc.)
- Submit the claim within 28 days of travel
Postal Claim
- Download or collect a Delay Repay form from a station
- Fill in all necessary fields including travel and personal details
- Attach your ticket or proof of travel
- Post the form to the address on the document
Automated Delay Repay (ADR)
- If you use a Touch Smartcard or Tap2Go, sign up for ADR
- Delays are automatically detected, and claims initiated for you
Ensure your information is accurate and legible to avoid rejection. Incorrect journey details, missing tickets, or claims submitted after the 28-day period may lead to refusal.
What Information Do You Need to Complete a Delay Repay Form?
When submitting a claim under the SWR Delay Repay scheme, having all the necessary information ensures a smooth and successful process. Whether you apply online or by post, the details you provide must be accurate and verifiable.
Ticket Information
- Photo or scanned image of paper ticket or eTicket
- Touch Smartcard number, if used
- Booking confirmation with ticket price and reference number
- For Oyster/Contactless: TfL statement showing entry/exit stations
Journey Details
- Departure and arrival stations
- Exact date and time of travel
- Duration of delay or missed connection details
Season Ticket Requirements
- Photocard ID matching the ticket
- Scanned or photographed image of the season ticket
Payment Details for Refund
- Bank details (for BACS transfer)
- Card details (for card refund)
- Postal address (for cheque or National Rail vouchers)
- Option to donate compensation to Action for Children
Remember, digital photos taken with your phone or tablet are acceptable. Claims submitted by post are only eligible for cheque or voucher refunds. For added convenience and security, the SWR online portal remains the recommended option.
How Much Can You Claim Through Delay Repay?
The amount of compensation you can claim under SWR’s Delay Repay scheme depends on your ticket type and the delay duration.
For most ticket holders, the longer the delay, the higher the refund. The maximum refund is 100% of the ticket’s value for delays of 60 minutes or more.
Season ticket holders are compensated based on a calculated daily rate specific to their pass (weekly, monthly, or annual). This ensures fairness, especially for frequent travellers.
Return ticket users receive a lower percentage per leg of the journey than single ticket holders, as the value is split between both trips. Regardless of the ticket, once the delay hits 120 minutes or beyond, SWR offers a full refund of the journey’s cost.
How Long Does It Take to Receive a Train Refund from SWR?
Once a claim is submitted and approved, the time taken to receive compensation depends on the payment method selected.
If you opt for bank transfer, you should receive the payment within 5 working days. Credit card or debit card refunds typically take 5–7 working days.
For those who request a cheque or National Rail voucher, allow up to 20 working days for postal delivery. If you’ve chosen to donate your compensation, it will be processed and sent to Action for Children within the same timeframe.
For Tap2Go or Touch Smartcard users, claims may take slightly longer due to the nature of travel data processing, which can take several days post-journey. Always ensure your travel history is correctly recorded before submitting a claim to prevent any delays in approval.
What If Your Delay Repay Claim is Rejected?
Sometimes, a Delay Repay claim may be rejected due to incomplete or incorrect information. SWR provides a clear reason for each rejection via email and offers options to correct or appeal the decision.
Common Reasons for Rejection
- The claim was made after the 28-day deadline
- Incorrect journey details or wrong date/time entered
- Delay was less than 15 minutes
- Duplicate claim already submitted
- Ticket was not valid for the claimed journey
- The delay was caused by a different operator
If Your Claim is Rejected
- Check your email for the exact reason
- Click the appeal link provided in the rejection message
- Re-submit any missing documentation if required
- Ensure your ticket proof clearly shows the travel date and stations
You can escalate the claim if you believe there has been an error. In cases involving group travel or third-party submissions, ensure that all ticket images are uploaded together and that all traveller details are clearly mentioned.
How Do Other Train Operators Handle Delay Repay in the UK?
While SWR is part of the national Delay Repay scheme, policies may differ slightly across train operators. The core principle remains the same: compensation for delays of 15 minutes or more.
Comparison of Operators
| Operator | Min Delay for Claim | ADR Available? | Claim Window |
| SWR | 15 minutes | Yes (Touch Smartcard) | 28 days |
| GWR | 15 minutes | Yes | 28 days |
| Trainline | 30 minutes (varies) | Varies (based on operator) | 28 days |
| LNER | 30 minutes | No | 28 days |
| Avanti | 15 minutes | Yes | 28 days |
Some operators like GWR offer similar ADR systems, while others such as LNER require manual submission. Always check the operator’s policy and ensure that the responsible party for the delay processes your claim.
Conclusion
Navigating train delays is frustrating, but with SWR’s Delay Repay scheme, passengers can turn that inconvenience into fair compensation.
Whether you’re a regular commuter or occasional traveller, understanding how to claim, what’s required, and the timelines involved empowers you to get the most from your journey.
By staying informed and organised, you can ensure you never miss out on money owed to you for delays. SWR has made the process more accessible with options like online forms and ADR for Smartcard users. Don’t leave your refund behind, claim what you’re entitled to with confidence and ease.
FAQs About SWR Delay Repay
How late does a train have to be for Delay Repay with SWR?
A train must be delayed by 15 minutes or more at your destination for you to qualify for compensation.
Can I claim compensation for missed connections?
Yes, if the initial SWR service delay caused a missed connection, and your ticket covers the full journey.
Is there a time limit to submit a Delay Repay claim?
You must submit your claim within 28 days of the delayed journey for it to be considered.
Can season ticket holders use Delay Repay?
Absolutely, season ticket holders are eligible and compensation is based on the daily value of the ticket.
What happens if I lose my ticket before claiming?
You can use a receipt, booking confirmation, or smartcard ID to support your claim if the ticket is lost.
Does bad weather qualify for compensation?
Yes, if bad weather delayed your journey by 15 minutes or more, you can still claim Delay Repay.
Are mobile tickets valid for SWR delay claims?
Yes, screenshots or booking confirmations of mobile tickets are acceptable proof for submitting claims.
