Fares, rail policy and DfT news

11.01.17

GTR apologises after Southern passengers wrongly denied compensation

Southern passengers’ compensation applications for widespread delays on the network have been held back by computer errors, the operator’s parent company has admitted.

Passengers told the Guardian that the company had rejected their compensation applications, submitted in November and December, and wrongly said they were too late because they were outside the 28-day limit.

One traveller, Carol Granere from Orkney, told the newspaper she made a delayed journey from Sandwich to Horsham on 1 November and submitted a claim on 16 November, but was told it was too late. She wrote back disputing the ruling, but received no response.

A GTR spokesperson said: “We apologise to any customers who received letters containing erroneous information.

“There was a short-term technical issue with our system shortly before Christmas, but some letters containing incorrect information were sent to customers. We will be contacting those who received incorrect letters.”

Southern has suffered increasingly frequent and severe delays since it was taken over by parent company GTR, and now has the worst PPM of any railway company in Britain.

In an effort to help the situation, the DfT introduced ‘Delay Repay 15’, where passengers are entitled to compensation after delays of 15 minutes instead of 30, on Southern from 11 December.

Delay Repay 15 be introduced on the rest of the network as part of promises to make it easier for passengers to claim compensation following a super-complaint from consumer rights group Which?

At the end of last year, the DfT also promised that Southern season ticket passengers would be able to claim the equivalent of a month’s worth of fares in compensation for the disruption.

Southern cancelled all trains today and yesterday, and will do the same on Friday, because of a strike by the Aslef drivers’ union in protest at the company’s roll-out of driver-only operation.

(Image c. Yui Mok from PA Wire and PA Images)

Have you got a story to tell? Would you like to become an RTM columnist? If so, click here.

Comments

There are no comments. Why not be the first?

Add your comment

 

rail technology magazine tv

more videos >

latest rail news

Firearms officers patrol trains for the first time

26/05/2017Firearms officers patrol trains for the first time

For the first time in rail history, specialist firearms officers will patrol trains across the UK network to ensure that the travelling public ar... more >
Carillion plans job losses as NR renewal cutbacks start to bite

26/05/2017Carillion plans job losses as NR renewal cutbacks start to bite

The RMT has this week vowed to fight “vigorously” against planned cuts to renewals work for Network Rail (NR) being carried out by co... more >
New Merseyrail fleet a platform for future innovations

26/05/2017New Merseyrail fleet a platform for future innovations

David Powell, programme director of rolling stock at Merseytravel, talks about the procurement of the new fleet of metro trains for the Merseyrai... more >

editor's comment

08/05/2017All set for Railtex

As the rail industry prepares for the biggest UK rail show of the year, Railtex 2017, we have produced a specially expanded edition of RTM for you.  Our exclusive show guide, which starts on page 67, provides you with everything you need to know about the things to see, hear and do at the three-day show. A look through our preview pages will give you a good idea of which stands to visit, as well as meetings to set up.  Th... read more >

last word

Collaborative working is the key to the future of rail infrastructure

Collaborative working is the key to the future of rail infrastructure

David Hawkins, operations director at the Institute for Collaborative Working (ICW), on why ISO 44001 is a new evolution in collaborative working. The launch of BS 11000 in 2010 heralded a s... more > more last word articles >

'the sleepers' daily blog

Opinion poll: HS3 must take priority over Crossrail 2

19/05/2017Opinion poll: HS3 must take priority over Crossrail 2

Fresh from their victories in the metro mayor elections earlier this month, new leaders of Greater Manchester and Liverpool City Region Andy Burnham and Steve Rotheram were quick to make transport a top priority for their cities last week. In a post on Twitter, both called on the government to prioritise plans for an HS3 link connecting t... more >
read more blog posts from 'the sleeper' >

comment

Upskilling our workforce: how we need to think

19/05/2017Upskilling our workforce: how we need to think

Simon Rennie (pictured centre), general manager of the National Training Academy for Rail, on the importance of upskilling the current workforce ... more >
Inclusive design of ticket sales counters

17/05/2017Inclusive design of ticket sales counters

Boaz Yariv, senior architect, and Dr Elizabeth de Mello, senior ergonomics specialist at Network Rail, present the main features of the new inclu... more >
Small stations: simple changes for quick wins

17/05/2017Small stations: simple changes for quick wins

Richard Freeston-Clough of London TravelWatch explains how investing in small stations in the capital can deliver many benefits and also have a p... more >
Why are S&C layouts failing?

17/05/2017Why are S&C layouts failing?

Dr Sin Sin Hsu, programme engineering manager IP Track Development at Network Rail, analyses why switch and crossing (S&C) layouts fail prema... more >

rail industry focus

View all News

interviews

Intertrain: ready for the future

23/02/2017Intertrain: ready for the future

RTM recently attended Intertrain’s ‘Driving for Success’ event in Doncaster, where leaders from major players such as Carillion... more >