21 MAR 2011

New compensation system for rail passengers

Commenting on the announcement that Southeastern is introducing a new compensation system for passengers and that its franchise is to be continued to 2014, Greg said: 

"The good news is that Southeastern is going to scrap the current useless compensation system and replace it with a system that gives refunds for actual delays and cancellations suffered each day. This so-called Delay Repay system will be in place by the summer. I put this idea to the Managing Director of Southeastern, Charles Horton, when I met him in January so I am absolutely delighted that they are going ahead with it. It is a much fairer system and makes Southeastern much more accountable. The old compensation system, which was based on the average performance across all of Southeastern's rail services, was, I believe, fundamentally flawed and completely frustrating for passengers. If someone has experienced a bad service they should be able to get immediate and automatic compensation.

"Given the problems that rail passengers have had to face over the last few years, I can certainly understand people's concerns about giving Southeastern a two-year extension to their current franchise. However, there is going to be a much longer-term franchise let from 2014. I can understand that to get a different company in to cover an interim period of just 24 months would be very difficult. The rail minister, Theresa Villiers, has assured me that the new contract will put customer service at the forefront and performance targets will be much tougher."

 

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