Rail compensation: will commuters get any?
So will there be offers of compensation for disrupted journeys?
Well that depends on the operator.
The newer franchises like Southern and First Capital Connect use the "Delay Repay" schemes. Even if they have resorted to a contingency timetable.
https://www.southernrailway.com/your-journey/delay-repay/
https://www.firstcapitalconnect.co.uk/customer-care/delay-repay/
Southern says: "If we have delayed your journey, regardless of the cause, then Southern will compensate you."
That means and I quote the website:
"If you have been delayed and wish to claim compensation then you must do so within 28 days of your delay."To do this you need to make sure you have proof of travel. This could be your original ticket, a ticket receipt, a copy of your season ticket, or, if you are a registered Oyster pay as you go user, a journey receipt. You submit your claim by filling out a Delay Repay claim form. You can find these at any of our staffed stations, or download the form below and post it to us."
Southern also says with regards to those who were stuck in train overnight - they will be contacting them individually as they have taken down all the names of those stranded. They say if your name wasn't taken then contact customer services.
The older franchise holders like Southeastern are saying if you bought a ticket on the day and you couldn't travel you will be entitled to a full refund.
It has yet to decide what it's policy will be on season tickets even though it operated a contingency (two trains per hour) timetable.
It can declare a day a "void" day and that means you don't get any compensation. There might be scope for season ticket holders to get extra days on their ticket. But we don't know yet. A decision will be made in the next few days.
Incidentally the decision to go to a contingency timetable is made by Network Rail and the operator jointly and is signed off by the Department for Transport.
They do it they say to make the system more resilient. If there is a train failure (due to the third rail) then others that are broken down are not stranded in open countryside but at stations.
The company says: "Our experience is that passengers' priority during times of disruption is to be provided with a good service rather than seeking compensation.
However our passenger charter does compensate many people whose journeys have been delayed. And we also look at each case on its merits and regularly provide gestures of goodwill, particularly for those who were on trains that failed during the cold weather."
South West Trains are also operating under an older franchise. So today there are no services in and out of Virginia Water Ascot and Shepperton for example. Will commuters there be entitled to compensation?
Here's what they say:
* Customers with valid tickets who did not travel on Thursday 2 December of Friday 3 December can get a refund through the original issuing office or retailer.
* Refund arrangements for season ticket holders are covered by the Passenger Charter.
Briefly:
* Weekly: Customers applying for refunds of weekly season tickets under passenger charter must apply in writing to the Customer Service Centre. This will be based on the days when we did not run a reasonable service and by specific route. Advice on the dates and routes that will be paid will follow.
* Monthly or Longer: Any refund applicable will be declared through the Passenger Charter process and calculated as void periods. Details of any refunds applicable for the 4 weeks ending Saturday 11 December 2010 are expected from Friday 17 December 2010 and will be published on the South West Trains website. Customers are advised to retain their season tickets for any Passenger Charter refund for this period.
I assume there will be a similar arrangement to Southeastern but I am awaiting its response and will post it as soon as I get it.
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