Adur, West & East Worthing Party including East Arun

Another #SouthernFail!

Adur & Worthing Liberal Democrats have been contacted by angry commuters struggling with Southern Rail’s new ‘Delay Repay’ system.

If your train journey was affected by the wholly avoidable strike action last week, Southern Rail have set up ‘Delay Repay’ to compensate you – however the majority of customers trying to use the service have called it “unclear” and “illusive”. There are even concerns that the system isn’t secure after one commuter received a call from a scammer after submitting an online claim.

There are too many individual cases to list but the main themes running through complaints we’ve received include:

  • “The journey to London was accepted but the journey back wasn’t – even though both cancelled”
  • “No confirmation email to acknowledge claim has been submitted”
  • “The process is so lengthy it’s almost like they’ve made it difficult on purpose”
  • “Conflicting information from Southern’s staff, social media and website”
This all comes after a terrible week for passengers and the publication of a Transport Select Committee report confirming an “unacceptable” lack of transparency from the DfT; the report is dominated by the problems faced by Govia Thameslink Railway passengers.
Are you having problems trying to claim your compensation through the ‘Delay Repay’ system? Let us know.