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Automatic delay compensation for Govia Thameslink Railway passengers

12 July 2017

As part of plans to modernise one of the most congested networks in the country, train operator Govia Thameslink Railway (GTR) has  announced that Thameslink and Great Northern passengers using an ITSO-based key smartcard are now being automatically compensated for delays of 15 minutes or more.

In the coming weeks, the system will also roll out to the larger Southern and Gatwick Express network, benefiting thousands more people.

The automated system uses complex algorithms after the customer has tapped in and tapped out and will be able to tell if the journey made was delayed by 15 minutes or more. If that's the case, it will send an automatic claim to the customer's online account. All the customer has to do is to review the claim for accuracy and confirm the method of payment preferred.

Thameslink and Great Northern's Passenger Services Director, Stuart Cheshire said: "While our punctuality continues to improve for the sixth month in a row, inevitably, there will still be delays to some journeys. Now, with automatic Delay Repay it couldn't be simpler to get compensation when this happens, but you have to have a key smartcard to benefit from this amazing new system."

The ITSO key smartcard is really easy. It's free, it's paperless, it's hassle-free and it's a speedy way to purchase tickets. For more information go to www.thameslink.com/thekey or www.greatnorthernrail.com/thekey.