Southeastern today confirmed the introduction of a new compensation scheme which will come into effect tomorrow, 1 July 2011.
The new scheme called ‘Delay Repay’ will apply to all tickets holders, including seasons, and will entitle passengers to claim compensation if any journey is delayed by 30 minutes or more.
Charles Horton, Southeastern managing director said:
“I am pleased to confirm that the new ‘Delay Repay’ scheme is now in place. The new scheme enables all passengers to claim compensation straight away, rather than wait until renewing their season tickets.
“This is something passenger groups have called for and we’re sure customers will feel this is a fairer arrangement.”
The ‘Delay Repay’ scheme, already in place with many other train operators, gives compensation of 50% of the portion of the fare for that journey if a passenger is delayed by 30 minutes or more.
It gives 100% of the fare for that journey if delayed by over an hour.
Passengers will be able to make claims either online or via a freepost leaflet available at stations.
Compensation is paid in rail travel vouchers that can be used as payment towards another UK rail ticket, including season tickets in the next 12 months.
Posters and leaflets are available at stations and customers can find out more on the website.
