Latest Rail News

24.08.17

GTR rolls out automatic delay compensation to Southern and Gatwick Express

Automatic delay repay compensation has now be rolled out to Southern and Gatwick Express passengers, GTR has today stated.

Passengers with a Key smartcard will now receive compensation automatically for services that are delayed by 15 minutes or more.

The system was rolled out in July for passengers on Great Northern and Thameslink, and now will be available on all parts of the network operated by GTR.

The cards use complex algorithms after a passenger has tapped in and out to work out if the service was late or not, before sending the automatic claim to the person’s account if necessary. Passengers are then given a chance to review the information for accuracy and confirm how they want to be paid back.

“Passengers have seen a significant improvement in Southern service levels but we still have more to do and when things go wrong on this, the most congested network in the UK, passengers deserve compensation,” said Southern and Gatwick Express passenger services director Angie Doll.

“Now, with automatic delay repay it couldn’t be quicker or simpler to get money back if you are delayed. All we ask you to do is use a key smartcard, available from our website.”

However, a passenger group has responded by saying that though the technology is welcome news for passengers in the south, GTR still had more to do to make automatic compensation available to as many passengers as possible.

Stephen Locke, chair of London TravelWatch, explained: “It was a welcome step forward when GTR introduced compensation after 15 minutes at the end of last year – a major success for London TravelWatch.

“This is further good news for passengers who use GTR’s Key smartcard to travel in and around London. However, this facility must also be made available to passengers using Oyster and Contactless payment card users.

“It is bad enough being delayed – operators should make it as easy as possible for passengers to claim what they are entitled to and we will continue to urge the operator to make further improvements.”

The delay repay scheme also follows Southern passengers being urged to apply for compensation for delayed services earlier this year.

The countdown is on to get your entries in for this year’s UKRIA. Closing date is 25 September. ENTER NOW!

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

Network Rail’s Anna-Jane Hunter on, NPR, TRU, HS2 and supply chain opportunities

12/08/2019Network Rail’s Anna-Jane Hunter on, NPR, TRU, HS2 and supply chain opportunities

Anna- Jane Hunter, is a ‘proud northerner’ and is passionate about continuing the investment and success story of rail across the North.  She plays a key role in working with government and northern leaders to enable the network... 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 >
Malcolm Holmes, executive director of West Midlands Rail Executive, announced as TCR Midlands speaker in Birmingham

24/06/2019Malcolm Holmes, executive director of West Midlands Rail Executive, announced as TCR Midlands speaker in Birmingham

Ahead of his appearance, Malcolm Holmes spoke with Rail Technology Magazine about what key leaders in the industry were doing to improve rail in the Midlands. He said: “It’s very... more >