MSE News

Northern to offer compensation for 15-minute train delays

Rail operator Northern is extending its compensation scheme for train delays from December so passengers can claim if they arrive at least 15 minutes late, the Rail Minister has announced.

Currently Northern passengers can only claim compensation under the 'Delay Repay' scheme if their train is delayed at least 30 minutes. But the changes, revealed yesterday by Jo Johnson, will mean those delayed by between 15 and 29 minutes will be able to claim compensation worth 25% of their single fare.

Nine other companies, including Gatwick Express, Thameslink and West Midlands Railway, already pay compensation for 15-minute delays, and more operators are expected to do the same between now and 2020.

For how to claim if your journey is late or cancelled, see our Train Delays guide.

How can I claim under Delay Repay?

For full step-by-step info on how to claim, see our Train Delays guide, but in brief:

  • Keep hold of your tickets – you'll need to post them to the train company or scan them if applying online (it's much easier to claim with the original ticket).
  • Make a note of the delay and the reason for it. Request a claim form from the station, by phone, or visit your train company's website.
  • Apply within the time limit, typically 28 days.
  • If you're rejected for compensation or a refund but still think you have a case, complain. If necessary, take your complaint to independent passenger watchdog Transport Focus.

If your train firm offers compensation for delays of 15 to 29 minutes (as Northern will from December), you'll get:

  • Single fare: 25% compensation.
  • Return fare: 25% of the affected leg of your journey.
  • Season ticket-holders: A proportion of your ticket.

What does Northern say?

Mark Powles, Northern's commercial director, said: "We welcome the introduction of 'Delay Repay 15' later this year.

"We are putting in place the right measures to make it as easy as possible for our customers to claim compensation for delays to their services."

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