Rail passengers in ‘delay’ pay boost
NEW SCHEME MEANS YOU CAN NOW CLAIM PARTIAL REFUND IF A TRAIN IS MORE THAN 15 MINUTES LATE
LONG-suffering Northern rail passengers can now claim compensation if their train runs with just a 15 minute delay.
The start of the Delay Repay 15 scheme - known as DR15 - was announced by rail minister Andrew Jones. It is an extension of the current compensation package for journeys delayed by 30 minutes or more and now means passengers delayed by between 15 and 29 minutes can claim back compensation worth 25 per cent of the single fare.
Those using Northern services endured a summer of delays and cancellations after a new timetable introduced in May descended into chaos. Mr Jones said passengers deserved to be compensated “fairly and quickly” and confirmed £15m was being spent on “enhancements” across the region to ensure ‘more comfortable and punctual services.’
The M.E.N. reported earlier this month that latest figures showed just 64 per cent of TransPennine trains arriving on time over a fortnight, and Northern struggling with a punctuality score of 66 per cent. Rail fares are also set to rise by an average of three per cent next month.
Richard Allan, deputy managing director at Northern, issued an apology over the delays on behalf of the company and said compensation has already been paid out to 11,000 passengers since the summer. The payouts so far already top £1m.
“Now, with the launch of Delay Relay 15, those customers who experience day-to-day delays will be able to claim the compensation they want and deserve,” he said. “Our team works hard to deliver a consistent, punctual service but delays do happen and extending the scheme is the right thing to do for customers.”
David Hoggarth, strategic rail director at Transport for the North, welcomed the development.
He said: “The major disruption passengers across the north have endured this year has been unacceptable. It’s only right that they’re compensated when things go wrong.
“This a welcome move that will mean more people can claim now and in the future. Focus must now be getting services back on track.”
The Department for Transport said it was working with Transport for the North and the industry to “deliver significant improvements in the performance of rail services in the north”.
Industry expert Richard George has been appointed by the government to oversee both infrastructure and train operations in the region.
A new rail ombudsman, to provide a free and easily-accessible dispute resolution scheme, has also been introduced.
Delay Repay compensation packages already exist on most train franchises, including Northern, for delays of 30 minutes, 60 minutes and two hours or more. Claims for compensation can be made through Northern’s website or on forms available from ticket offices. It came in on Sunday and is valid only for journeys made from that date.