New Delay Repay scheme speeds up compensation process

Monday, 1 June 2015

Abellio Greater Anglia’s new Delay Repay scheme is bringing benefits to season ticket holders with improved response times to requests for compensation.

Previously the average response time for compensation requests was 13 days, but the new system – which allows season ticket holders to claim compensation via the website at and removes the inconvenience of using paper forms - has brought the response time to an average of just 3 days.

The reason for the success of the new system is that the move to a web-based system allows Abellio Greater Anglia’s Customer Relations Team to process more claims in a shorter period of time.

To use the scheme, customers follow these simple steps:

  • Following the link from the Abellio Greater Anglia home page, complete the online form
  • Upload an image of their season ticket
  • Once completed, submit the form and an automatic email will confirm receipt
  • Once processed, correspondence and rail travel vouchers will be issued through the post as normal
  • No need to keep paper copies
  • No need to post

Paper compensation forms will still be available to passengers at staffed stations, if they prefer to use them.

Abellio Greater Anglia’s Customer Relations Manager, Lynsey Flack, said, “This new way to claim compensation removes the inconvenience for commuters of having to collect, fill in and return paper forms. We recognise that it is frustrating for our passengers when things go wrong, so anything that we can do to simplify and speed up our compensation arrangements is a step in the right direction towards providing improved customer service.”

Over 70,000 Abellio Greater Anglia passengers hold annual and monthly season tickets.