New rail travel compensation scheme for Great Northern passengers

Commuters in Welwyn Hatfield faced delays yesterday afternoon/evening

Commuters in Welwyn Hatfield faced delays yesterday afternoon/evening - Credit: Archant

The transport secretary has announced an improved compensation scheme for passengers on Govia Thameslink Railway services if their train is more than 15 minutes late.

The ‘Delay Repay 15’ scheme, announced by the Department for Transport (DfT), will be introduced within months on Govia Thameslink Railway (GTR) services, including Southern, and then rolled out across the country.

Passengers will be able to claim 25 per cent of the cost of a single fare for delays between 15 and 29 minutes. The existing compensation thresholds will apply for delays from 30 minutes, with passengers able to apply for compensation through the train operating company.

The existing thresholds allow passengers with most train operators to claim 50 per cent of the single fare for delays of 30 to 59 minutes, 100 per cent of the single fare for delays of 60 minutes or more, and 100 per cent of the return fare for delays of two hours or more.

Following its introduction on GTR services, which go through Welwyn Hatfield and Potters Bar, the scheme will be rolled out across the network, starting with the new South Western, West Midlands and South Eastern franchises.

Transport Secretary Chris Grayling said: “We recognise that, above all else, passengers want a reliable train service, but when things do go wrong it is vital that they are compensated fairly.

“‘Delay Repay 15’ is a major improvement for passengers and we are working with train companies to make it as easy as possible for passengers to claim their rightful compensation.

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“Together with the Consumer Rights Act, this policy shows we are putting passengers first and making sure they receive due compensation for poor service.”

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