Rail franchises operators & contracts

06.06.18

Greater Anglia speeds up delay repay compensation

Greater Anglia has updated its compensation process to make it faster to make a claim after listening to customer feedback.

Rail passengers in the region told the train operating company that its online Delay Repay claim form, which is used to compensate passengers who experience delays of 30 minutes or more, was too time consuming.

As a result, Greater Anglia has now introduced a system which remembers customers’ details, season ticket information and refund preferences, which the operator says will make the process faster.

All previous and current claims can now be accessed in one place, and refunds can be given via cheque, credit/debit card, PayPal or voucher.

In the future, passengers will be able to choose whether they want their refund paid directly into their bank account or as an Amazon voucher.

An option to donate compensation payments to charity the Samaritans has also been introduced.

Andrew Goodrum, Greater Anglia director of customer service, explained: “We’ve listened to our customers and made changes to ensure that they can get their money back quickly and easily, as well as donate to charity, if they wish.”

The operator says it is looking into extending delay repay to delays between 15 and 30 minutes, although this was not a part of Greater Anglia’s franchise agreement.

Top image: Johnny Green, PA Images

 

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