What if I am unable to board a train at my origin station?

Under the current manual Delay Repay scheme, compensation is provided based on the delay to a passenger’s journey.

If a passenger is unable to board a train – for instance, if it was too crowded – their journey will have therefore been delayed. When validating claims, provided the passenger informed us that they were unable to board, we could take this into account.

The algorithm for Automatic Delay Repay uses tap data to determine the most likely train that a passenger has travelled on. However, it would not be able to determine why a passenger has not boarded a previous service and, in practice, there are many reasons why this may have happened.

If you were unable to board a train and your journey was delayed, the system would determine the train you actually travelled on and attribute compensation based on any delay to that train.
You can, however, still make a manual Delay Repay claim, as per the existing scheme.