Southeastern has today introduced an improved compensation scheme for passengers who encounter delays to their journeys.
‘Delay Repay 15’ will mean passengers delayed by 15 minutes or more will receive money back to compensate them for their delay, whereas compensation currently only applies for delays of 30 minutes or more.
Southeastern passengers will be able to claim ‘Delay Repay 15’ from Wednesday 11 September, with the website live from 12:00.
The delay is worked out based on the time a passenger should have arrived at their destination.
What did the officials say?
David Statham, Southeastern’s Managing Director, said:
“I don’t want any of our passengers to be delayed, but if they are it’s really important that we compensate them properly and in good time. That’s why I’m delighted to announce these improvements to Delay Repay, which will make a real difference for people who experience delays of between 15 and 29 minutes.”
Rail Minister, Chris Heaton-Harris MP, said:
“Our top priority is reliable trains which run on time. However, it is absolutely right that when things go wrong passengers are compensated fairly and quickly.
“With the launch of DR15 on Southeastern, nearly 90% of passenger journeys on franchises we manage are now covered by the scheme. This means faster, more convenient compensation, and a better deal for passengers with more people now able claim if their services are delayed.”