Southeastern and Southern commuters to benefit from new ‘delay repay’ scheme
08:24 13 October 2016
Passengers will be able to claim if their train is more than 15 minutes late
Commuters who suffer delays on Southeastern and Southern trains are set to benefit from an improved compensation scheme.
Currently, those travelling on either service can only claim refunds on their tickets after a 30 minute delay.
Now, the transport secretary Chris Grayling has cut that down to 15 minutes.
Over the next few months, Southern rail passengers will be the first to benefit from the ‘Delay Replay 15’.
Further changes will be introduced in stages, with Southeastern adopting the scheme.
Under the scheme, passengers will be able to claim 25 per cent of the cost of the single fare for delays between 15 minutes and 29 minutes.
“Above all else, passengers want a reliable train service” said Mr Grayling.
“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.
“Together with the Consumer Rights Act, this policy shows we are putting passengers first and making sure they receive due compensation for poor service.”
Existing thresholds for 30 minutes and above will remain in place.