As it currently stands, under the “Delay Repay” scheme, northern rail customers can only claim for train delays that exceed 30 min’s. But under the new change, customers who are facing delays between 15 and 29 minutes can now claim for 25% of the single fare ticket.
The 15-min delay rule is a first for northern railway but for nine other companies already have this policy in place and more are expected to follow.
How can I make a claim?
In order to make a claim you will need to do the following:
- Note down the delay and the reason stated. Make sure you get a claim form from the station, train website or request one via phone.
- Keep hold of the tickets as you will need to post it as evidence or you will need to scan them if you can get refund online.
- There is a time limit typically of 28 days, so make sure you make your claim on time.
- In the event you claim is rejected wrongfully, then you can pursue the matter via the independent passenger watchdog transport focus
Comments from Northern
Commercial director of Northern, Mark Powles said, “We welcome the introduction of ‘Delay Repay 15’ later this year. We are putting in right measures to make it easy as possible for our customers to claim compensation for delays to their services.”