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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?

Even when delay repay claims are being allocated to charity we still have certain rules and regulations when it comes to processing the claims we receive. Because of this, all claims must go through a validation process to make sure we are paying out the correct amount.

What charities do you work with?

Can I donate to a charity of my choice?

Currently the charities you can choose to donate to are Samaritans and Railway Children..

Can I recommend a worthy charity?

This campaign has been introduced to build on existing relationships with Samaritans and Railway Children.

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

No. Each Delay Repay is one payment, which you can choose to fully donate to charity or receive payment through any of the other payment methods.

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

All of your donation goes to your selected charity.

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?

How we deliver Delay Repay has changed considerably since it’s conception, and charity donation is the latest enhancement. We’re pleased to be working with these charities to provide another avenue for them to receive donations.

What are other payment methods?

See 'How we compensate you' on our Delay Repay page, to see what other payment methods are currently available.

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