Frequently asked questions (FAQs)

Claims and journeys

Other

How much time will it take for my claim to be processed?

Train operators aim to respond to claims within 20 working days, however during normal periods they should take 5-10 working days or less. We’ll send you a notification when we know the outcome. If you haven't heard from us in 20 days, please contact team@allchange.org.uk or, inside the app, tap the claim's 'Report issue' button.

What happens if the app misses a claim?

Please submit a missing claim, either using the ‘missing claim’ feature or by adding a claim to an existing journey.

What happens if my claim is successful?


We’ll send you a notification, then the refund will be sent to your bank account after the train operator has processed the payment. Train operators may take 5-10 working days to process payments after a claim has been approved. The refund will appear on your bank statement from First Cust Connect (South Western Railway).

What happens if my claim is declined?


We’ll send you an email notification. If you’d like to appeal the decision, please reply to let us know or appeal directly using the details provided in our email.

Why is the app missing journeys and claims?

 

To identify your train journeys and delay claims we collect location and motion data from your mobile phone and compare this to official train running times. If we miss a journey/claim, this is typically because we didn't receive sufficient location data from your mobile phone. To help the app, please:

  • Keep the app updated and in the background (i.e. don't swipe up)

  • Ensure WiFi is enabled

  • Avoid low battery

  • Ensure your home/work stations are where you board/alight the train

Please note that currently we only identify:

  • Direct journeys (i.e. journeys that don't involve a connection) between your home/work stations

  • Simple claims including 'delayed on route', 'delayed departure' and 'cancelled before departure'.

We plan to start identifying more complex journeys and claims (e.g. 'cancelled on route') later in 2020.

Why can only season ticket users on South Western Railway make claims?

We’re building an automated service, which takes a lot of time and effort. As a small team, unfortunately we need to focus on a single operator and ticket type for now.

What season ticket durations and formats do you accept?

We accept all durations of season tickets (yearly, monthly and weekly) and all formats (paper, Smartcard, Oyster).

Does the app accept claims for rail replacement bus delays?

No, unfortunately, as such claims are not processed via Delay Repay. If your claim is due to a rail replacement bus service delay please contact customerrelations@swrailway.com

Will you expand to other train operators?

 

Yes, after we achieve a high number of South Western Railway users. To increase the chance of us expanding to your train operator next, please register your interest in the app.

How secure is my personal data?

Your personal data, including bank details, is securely stored. All transfers of data between the app and our systems are encrypted and our systems are protected by two factor authentication (2FA).

Please note that we don't collect GPS location data - we collect location data that shows your approximate entry and exit times at train stations. This data helps us to identify your journeys and claims.

Why do you currently charge zero fees?

This our way of saying thanks to you, an early adopter, who may experience issues with the beta app from time to time.

Do you plan to charge fees in future?

 

Yes, we plan to charge a small flat fee for each successful claim. We’ll keep the fee low and use this money to pay for the cost of running and improving our service. In time, we hope our service will be adopted directly by rail operators so there's no cost to users.

When do you plan to release on Android?

Late 2020. To support an earlier release, please register your interest in the app.

How do you use my location and motion data?

We only use your location and motion data to identify your regular train journeys and delay claims. Please note that we don't collect GPS location data - we collect location data that shows your approximate entry and exit times at train stations. For further information about our use of data, please see our privacy policy

I can't sign into the app. What should I do?

Please contact us at team@allchange.org.uk

Do you have other questions?

Please contact us at team@allchange.org.uk

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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