South Western Railway operates one of the busiest commuter networks in the country out of London Waterloo. Their Delay Repay process, unfortunately, is one of the most frustrating. Account creation, multi-step forms, specific upload requirements, and long response times make claiming feel like a deliberate deterrent.
How to claim
First, create an account on SWR's delay repay portal. The registration process itself requires email verification. Once in, the claim form is multi-page: journey details, delay information, ticket details, file uploads. The upload system is particular about file types and sizes, which can cause issues if you're claiming from your phone. Response times are among the longest in the industry at 20-30 working days, and many passengers report needing to chase for responses.
Open South Western Railway Delay Repay →Tips for South Western Railway claims
Set up your account well in advance. When photographing tickets, make sure the image is clear and under the size limit — SWR's upload system will reject files that are too large. If you're a season ticket holder, submit your ticket proof once and reference it in subsequent claims. Consider using their live chat to chase claims that have gone past the 20-day mark. Keep records of everything — claim reference numbers, submission dates, correspondence — in case you need to escalate to the Rail Ombudsman.
Our verdict
Poor. The volume of commuters on SWR's network deserves a far better claims experience. The combination of account barriers, complex forms, and slow responses suggests a process designed to discourage claims rather than facilitate them.
What you'll need
Whichever operator you're claiming from, have these ready: the date of your journey, your departure and arrival stations, the scheduled departure time of your train, what happened (how many minutes late, or if it was cancelled), your ticket type and what you paid, and proof of purchase — a photo of your ticket or your booking confirmation email.
For a complete overview of how Delay Repay works across all operators, read our UK Commuter's Guide to Delay Repay.
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