Improved compensation boost for Greater Anglia passengers


Tuesday 12 March 2019



Greater Anglia passengers are set to benefit from improved compensation thanks to a new deal signed between the operator and the Department for Transport (DfT).

From 1 April 2019, they will be able to claim compensation for journeys delayed between 15 and 29 minutes under the Delay Repay 15 (DR15) scheme.

This means that passengers, who take over 80 million journeys a year on the Greater Anglia network, will be able to claim back 25 per cent of the single fare, irrespective of the cause of the delay. Existing compensation arrangements already exist for delays of 30 minutes or over.

Greater Anglia was determined to introduce DR15 as soon as possible after Chris Grayling, Secretary of State for Transport, announced in October 2016 that DR15 should be rolled out to all rail franchises.

In recent years, the company has also taken positive steps to increase awareness of the customer compensation options available, make the claims process simpler and give customers more choice in the ways that they can receive their compensation.

Customers can now claim compensation online, by email or by hard copy form. Compensation can be transferred directly into your bank account, as a credit on your credit card, by voucher, Paypal or alternatively as a charitable donation. This latter option was introduced by Greater Anglia last summer, following feedback from customers and stakeholders, and has already raised over £8,000 for the Samaritans charity.

Rail Minister Andrew Jones said: “Our top priority is ensuring passengers see the reliable and punctual services they expect, but when things do go wrong, it’s only right that they are compensated fairly and quickly.

“This is why the launch of DR15 on Greater Anglia is important news for passengers, providing them with better compensation if their services are delayed.”

Jamie Burles, Managing Director for Greater Anglia, said: “We’re delighted to be able to provide better compensation, with the launch of Delay Repay 15 from next month and we are sure it will be welcomed by our customers.

“We’ve worked in close partnership with the Department for Transport to offer this significant benefit during the existing franchise as soon as possible, meeting our customers’ aspirations to see this upgrade earlier than expected.

“It’s all part of a wider transformation of train service standards in East Anglia that sees us bringing in a complete fleet of brand-new trains across our entire network over the next two years, with the first new trains due in service later this year. We’re fully focused on improving punctuality and reliability, in collaboration with Network Rail, but customers will now be able to claim compensation for any delays of 15 minutes and over, when things do go wrong.”

Latest punctuality figures for Greater Anglia stand at just over 90 per cent.



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