Charity Delay Repay

Your questions about Charity Delay Repay compensation on Gatwick Express answered here…

Why have you introduced charity delay repay?

We have received feedback from our customers that they would like to be able to donate to charity the delay repay compensation they are entitled to. We are really pleased to partner with The Samaritans and The Railway Children who will welcome donations from our customers. Both organisations have a long-standing relationship with the rail industry and make a real difference to the lives of the people they work with.

How does the process work?

What charities do you work with?

Can I donate to a charity of my choice?

Can I recommend a worthy charity?

Can I split my delay repay into half donation/half compensation to myself?

Does all of my donation go directly to the charity, or do you take a portion?

How will I know my claim has been paid to the charity?

With any claim made to charity, the customer will be notified of the outcome. In order to meet the Consumer Rights Agreement and other regulations relating to claims, GTR will make the compensation payment within 14 days. In the instance where the customer has selected to pay a charity, our retail system identifies this payment method and records the amount donated. Every 14 days a ‘bulk’ payment of all donated monies from customers is processed and paid to the selected charities.

Why haven't you done this before/why has this taken so long to be set up?

What are other payment methods?

My question isn't here...

If you can't find the answer to your question then use our online form

Charity Delay Repay

Explore FAQs

My question isn't here...