05.10.12
London Midland should compensate its users – Passenger Focus
Passenger Focus has met with London Midland over the continuing service disruption caused by drive shortages, and is urging it to implement compensation arrangements beyond those legally required.
The passenger watchdog said the under-fire operator – described as “not fit to run the franchise” by one member of the House of Lords – should provide a ‘goodwill gesture’ to passengers to make up for the inconvenience.
David Sidebottom, passenger director at Passenger Focus, said: “London Midland has improved the information available to passengers and we are glad that they were willing to work with us to try to improve the situation. We are encouraging the company to go further and to be flexible with the way they compensate those who have been affected.
“‘Delay repay’ compensation payments kick in once the passenger is 30 minutes late arriving at their destination – but if you’re delayed by 28 or 29 minutes, or even less on a regular basis, the inconvenience can be as great, so we are pushing for a more fair and reasonable interpretation of the rules while this problem is sorted out. We would also like to see a compensation payment to season ticket holders, on top of delay repay.
“London Midland must keep up the flow of information and make certain that staff are on hand to help passengers. It must also do everything possible to arrange alternative travel plans – ensuring that it doesn't further strain passengers’ patience.”
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