Compensation For Commuters

It is now easier for commuters using Southeastern services to get compensation when their train is delayed.

The company has introduced a new "delay-repay" system which will apply to all ticket holders, and allow them to make a claim straight away.

Under the scheme, passengers can get a 50% refund if their journey is delayed by 30minutes or more, and a full refund if they are an hour late.

Claims can be made via a freepost leaflet available at stations or online, with compensation being paid in national rail vouchers.

Charles Horton, Southeastern managing director said, “I am pleased to confirm that the new ‘Delay Repay’ scheme is now in place. The new scheme enables all passengers to claim compensation straight away, rather than wait until renewing their season tickets.

"This is something Passenger Groups have called for and we're sure customers will feel this is a fairer arrangement."

Previously, season ticket holders had to wait until they renewed their yearly pass, and then were only entitled to a payout if Southeastern failed to meet its annual punctuality targets. 

Last year, commuters missed out because the company managed to exceed the 82% target of trains running on time, by just 0.04%.

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