Latest Rail 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

 

related

Rail industry Focus

View all News

Comment

The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >

'the sleepers' blog

Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

14/11/2019Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

Rail Technology Magazine’s Matt Roberts explains the significant role data can play within the future development of the rail industry. Standing as a cornerstone of the UK transport network, the rail industry is forever striving to in... more >
read more blog posts from 'the sleeper' >

Interviews

Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he would not rule out his organisation issuing future r... more >
Advancing the rail industry with management degree apprenticeships

08/05/2019Advancing the rail industry with management degree apprenticeships

In answering the pressing questions of how current and future generations of managers can provide solutions to high-profile infrastructure projects across the UK, Pearson Business School, part of... more >