There's a form on our Passenger Assist page where you can book assistance for your journey. You will also find telephone and email contact details for getting in touch.
Passenger Assist booking
What if I abandon my journey before boarding a train/part way through my journey?
The algorithm determines the train you travel on, based on your tap data. If you tap-in at your origin station and the next tap is also at your origin station (whether you have partially completed the journey or not), the system wouldn’t then be able to identify that you boarded a train - or whether you were delayed.
You would therefore have to make a manual Delay Repay claim, as per the existing scheme.