What is the Delay Repay Scheme?
Delay Repay is a government initiative that means you can claim a refund for any journey delayed by a minimum of typically 30 minutes (some Operators will support 15 minutes - please check with your Operator if unsure). The value of the compensation is based on the length of delay and the cost of the ticket.
How much does your service cost?
Delay Repay Genie is available in two flavours outside of the initial 1 month free trial period. The basic notification service (DIY) is £3.75 per month where you can monitor up to 3 routes, receive the daily notification email and you are responsible for submitting the claims. The full (DRS) service is £9.99 per month and includes unlimited routes, the daily notification email and we submit the claims as authorised by you, on your behalf once you tell us which train you were delay on or impacted by. The DRS level is underpinned by the price promise.
What trains do you monitor?
We monitor and provide notifications for all mainline trains that you would normally be able to plan journeys for on the National Rail website.
Some Operators however do not support the Delay Repay Scheme and so it is important to check your Operators policy prior to subscribing to the DRS service.
How often do you email me?
We can send you a daily email detailing the trains that suffered delays between your start and end stations. You can also select the 'no email' option and use the ‘Possible Claims’ area of the site to identify the trains that you were delayed on or impacted by.
Does Delay Repay work on season tickets?
Yes, but the calculation is slightly different
Example: Monthly ticket, cost £408.00
The Train Operators assume you will travel each working day and one day on a weekend every other weekend, therefore they typically divide the cost of your monthly ticket by 22 days.
Minutes Delayed % of a Single Journey Approximate Compensation 15-29 minutes 25% £4.50 30-59 minutes 50% £9.00 60-119 minutes 100% £18.00 120 minutes + 100% of a Return Journey £36.00
The scheme also works for weekly, annual and other ticket types but the number of days will differ.
These figures are indicative only and the Operator will calculate the compensation due based on your ticket and the delay encountered.
Do you offer a full claim service?
We are able to offer a submission service if you are subscribed to that appropriate subscription (DRS). By subscribing to this service you give DRS the authority to submit claims on your behalf where you have been delayed or impacted by a cancellation, using your data, the journey details you confirm you were on or intended to catch and our application. In order to do this you will provide us with a copy of your ticket and your contact details, via the secure 'My Account' area of the application and positively confirm each journey you wish to claim for.
Do you take a commission?
No we do not take a commission on the amount of the refund, we are able to provide the service through the subscriptions received.
Do you monitor ALL trains?
There are currently some minor limitations that result in some trains we are unable to monitor, for example we are unable to monitor trains where scheduled engineering work is active and a bus replacement service is provided.
We are also unable to support users that travel on Operators that do not operate a Delay Repay Scheme.
What do I do if I was delayed?
This depends on the level of subscription you have taken out.
Depending on who you bought your ticket from, you should use their delay repay process to apply for compensation or a refund depending on the circumstances. The notifications we send out include a link to a page that details the actual information of the train journey in question, i.e. which operator provided it, what the reason for the delay was (where they provide one) and how long it was delayed for on its route etc. The page also includes links to the Operators online delay repay form if they have one, their downloadable form to print out and post off if they don't as well as their customer services number to call if you have any questions.
If you travel on an operator that supports the Delay Repay scheme then from either the notification email or the 'Possible Claims’ area you should identify those instances where you were delayed and 'Request Auto Claim'. That's all you need to do, we take care of the rest.
Do I need to send my ticket off?
This depends on the level of subscription you have taken out
Depending on if it is a season ticket or not will indicate whether you need to submit your ticket. If it is a season ticket you will continue to need it for the remainder of the period the ticket is valid for, in these circumstances you just need to send a copy of your ticket if sending a claim in by post or upload a photo of your ticket if using the online form. If it is a single or return ticket that has now expired you can still take a photo if using the online form else they may expect the original if sending in the post.
You submit your ticket to us using the upload functionality within the system and we will take care of the rest, submitting your ticket as required and authorised by you.
If you submit my claim where is my compensation sent?
You need to provide your compensation preference details into the DRS system as this is requested by the Operators, this way the compensation is always sent directly to you by your chosen method.
Sometimes errors are made, you may have selected 'BACS' as your chosen method of compensation and you receive a cheque - in these instances please direct your query to the Operator and not to us as we can only submit using the data in your DRS account.
How long do refunds typically take to come through?Refunds usually take about 14 days to arrive but we have known delays and this has resulted in refunds taking typically up 20 days to arrive.
Please do not chase DRS as we have no insight to the backlogs Operators may be encountering, please contact your Operator in the first instance as beyond the submission the dialogue is between you and the Operator.
What form is compensation provided in?
The rail companies do NOT provide cash refunds, they do offer a number of different methods for compensation from National Rail vouchers which can be used to purchase another ticket which are valid for 12 months from date of issue, to cheques, BACS, PayPal and Credit card. Please check with you Operator for those options they support.
How long are vouchers valid for?
They are valid from 12 months from the date of issue so even if you buy an annual ticket, you can still use them for your next one.
Can rail vouchers be used online for ticket purchases?
No not at present.
How long do I have to submit a claim?
You have 28 days from the date of the journey.
I have not received any communication from the Operator, what should I do?
The first thing to do is ensure you are receiving the typical confirmation email that most Operators send when they receive a claim submitted by you directly or us. Please note this is not the email from DRS saying we have submitted it, it will come from the Operator and normally contain a summary of the details submitted. If you are receiving these emails then the Operator has received the claim request but there could be a backlog. Please contact your Operator and see where the claim is in their process.
If you have the email receipt but they claim not to have your claim (not unheard of) then they will likely ask you to resubmit. We will happily do this on your behalf but you would need to forward the receipt email to our [email protected] email address.
I have to change on my daily commute, does your system allow for this?
We typically monitor direct trains between 2 points but we understand that some people have to get connecting trains and so we allow you to register up to 3 individual legs of your journey which we monitor in both directions of travel.
When I register, how long before you start monitoring my journeys?
We receive a continual feed of the trains and so we have a full history of all trains on your line. Your account will be populated with the last 28 days of historical claims shortly after registration.
Why do I need to validate my email address?
We use email as our primary form of communication and without validating it is a true email address we are not able to send you notifications .
I have registered but not received my validation email, what do I do?
It may be that the email is in your spam or junk folder, we do use reputable email services to send out our emails but occassionally it does still happen depending on your settings. To remedy this please ensure that @delayrepaysniper.com is added as a whitelisted domain in your email program and then go to the register / login link and enter your login details, you will be given the opportunity to have the validation email resent to your address at this time.
I have just registered and the last 28 days has not populated my account?
If there has been a break from your free trial and take up of a paying subscription the history will have stopped when the free trial expired and will not auto populate when you subscribe. The subscription fee is paid monthly in advance and upon subscribing your account becomes active again and the data starts to flow from that point onwards but the historical data is out of scope as it has not been paid for.
How do you use my data?
When I return to your site sometimes I am NOT asked to login, why?
This is because previously you have visited the site and returned before your session (how we know you are safely logged in) expired, currently this is set to 20 minutes from the time you login unless you explicitly click the logout option.
I came back after 20 mins had expired and you still remembered me, how?
You have most likely used the remember me option before which asks us to store a piece of encrypted data in what is called a cookie on your device. We use the data in this cookie to automatically log you in. To disable this feature ensure you click the logout button, this way we will only ever remember your email address but you will be asked for your password each time.
Which train companies do you cover?
We cover all the train companies other than the London Underground. Please note that some Operators have different treatments of the Delay Repay Scheme and so you should check with your Operator prior to subscribing to the service to ensure we can support your requirements.
This helpful page on Money Saving Experts site should give you all the details you need - http://www.moneysavingexpert.com/travel/train-delays#trains.
How do I change my routes that you monitor?
This is done using the ‘Edit’ function in the ‘Route’ area once you are logged in to the service. From here you can suspend, edit, add, remove any of your routes.
How do I add a ticket to my account to claim with?
You can upload your ticket here directly into the system, completing the required fields at the same time. Most people take a photo with their phone and upload it in when they first purchase their ticket.
How do I request an autoclaim?
For DRS subscribers click on the ‘Request Auto Claim’ button in the ‘Possible Claims’ area or in the daily email and confirm that you were impacted by that delay or cancelled train.
How do I provide my address?
You can provide your address within the Details' tab of the 'My Account' section.
How do I cancel my account?
To cancel your account, please login to the site and go to 'My Account’, once here, click on the ‘Subscriptions' tab. This page includes a link to cancel your subscription which will mean a trip to PayPal to cancel the payment profile.
If you pay for your subscription via standing order please cancel the standing order with your bank which will naturally cancel you DRS account when the next monthly payment is not received.
I don't have a PayPal account, can I pay another way?
For users who do not have a Paypal account, we allow a bank standing order to be setup which allows the same cancellation rights (i.e. whenever you want to). These bank details and instructions can be sourced by contacting Customer Services.
My PayPal payment has failed, what do I do?
Sometimes PayPal cannot take a payment as the card has expired or there is insufficient funds in the account, please ensure you have an appropriate funding source enabled.
We allow a 5 day grace period for simple things like this as PayPal will automatically retry every 5 days after a failed payment until they suspend the payment profile. We will email you if your account is suspended in which case you should contact PayPal to ask what the issue is and why they cannot process the payment.