Delay Repay · South Western Railway · checked 25 September 2026
Delay Repay with South Western Railway
South Western Railway pays Delay Repay when you are 15 minutes or more late on its trains. You claim on SWR's own site within 28 days of your journey, and some smartcard seasons and Advance tickets are claimed for you.
At a glance
- Pays from: 15 minutes late at your destination.
- Claim within: 28 days after your journey.
- Where: southwesternrailway.com, Delay Repay. Online needs a one-off registration. A paper form goes to Freepost SWR DELAY REPAY.
- Automatic: Automated Delay Repay for smartcard seasons and Advance tickets bought on SWR's website, once you opt in.
How much
| Late by | Single | Return | Season ticket |
|---|---|---|---|
| 15 to 29 minutes | 25% | 12.5% | 25% of one journey |
| 30 to 59 minutes | 50% | 25% | 50% of one journey |
| 60 to 119 minutes | 100% | 50% | 100% of one journey |
| 2 hours or more | 100% | 100% | A full day (two journeys) |
Singles and returns are a share of the whole ticket price. Oyster, contactless and pay as you go count as a single at the pay as you go fare. With split tickets, each ticket is valued on its own and the amounts added up.
Season tickets
A season is paid on the value of two single journeys a day and never more. One journey is the price divided by 10 for a weekly, 16 for a flexi, 40 for a monthly and 464 for an annual; SWR's charter adds 120 for a quarterly. Two hours or more pays the full day. Season holders who do not travel because of disruption claim Delay Repay, not a refund.
How to claim
Online, register the first time and SWR keeps your details. You can also claim in SWR's app, or on the paper form from its site or a station, handed to staff or posted free. One person can claim for a family or group with the same start and end by uploading everyone's tickets, and is paid for all of them.
What the form asks for
- Where you started and were going, and the time.
- A photo, scan or screenshot of the ticket. Seasons also need the photocard. eTickets: the booking confirmation with reference, journey and price.
- Touch smartcard: the card number and the receipt. Oyster or contactless: a TfL statement, not a bank statement.
- Split tickets: every ticket. Lost a paper ticket: a receipt showing its number.
How you are paid
Bank transfer, credit or debit card, cheque, National Rail vouchers or a donation to Action for Children. Postal claims are paid by cheque or vouchers only. Claims are decided within 20 days.
Automated Delay Repay
Seasons bought on SWR's website and loaded onto a Touch smartcard, and Advance tickets bought on SWR's website, can be claimed for you. Open a Delay Repay account with the same email as your SWR account, opt in, and tap or scan in and out. Claims appear within 3 working days and you accept, decline or change them within 14 days. It does not catch every delay, so claim yourself within 28 days if nothing arrives.
Cancelled trains and missed connections
After a cancellation SWR assesses the claim as if you caught the next train from your start to your destination. If you took a different route, appeal with your actual times. If you did not travel, or went back to where you started, that is a refund, except for season holders.
A connection to another National Rail train missed because an SWR train was late counts. Claim from the company whose train caused the first delay; SWR forwards claims sent to it by mistake and tells you.
Worth knowing
- Being unable to board because the train was full counts, if it made you 15 minutes or more late.
- When a changed timetable is published, for engineering, weather or strikes, lateness is measured against it.
- Refusals come by email with the reason. Appeal from the link in the email, then contact Customer Relations.
- Extra costs are not Delay Repay. SWR handles them through its claims after disruption process.
Platted keeps the record for you
Platted keeps every journey you take with it for 13 months, with what a claim form asks for: the date, the stations, the booked and actual times, how late, why, and the operator. Each one copies with a tap. When a train arrives late enough to claim, Platted tells you once, then once more a week before the window shuts.
You claim on the operator's own site. Platted does not claim for you, sends the operator nothing and takes nothing from what you are paid.
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Related: Island Line. Every other operator is on the Delay Repay page.
Checked against the Delay Repay page on southwesternrailway.com and SWR's Passenger's Charter on 25 September 2026. If SWR changes its rules, its own page is right and this one is out of date: tell us at [email protected].