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Additional compensation scheme for Northern customers announced

Date published: 24 September 2018


Northern Rail will be introducing an additional compensation scheme for those customers who travelled three or more days a week in April, May or June 2018 but who did not have a season ticket.  

The new scheme was announced earlier today (Monday) by Transport for the North.

This additional scheme – which will be available to those customers from Tuesday, October 9 – will provide compensation for disrupted rail services between April 1 and June 30, 2018.

Eligibility

To be eligible to claim, there are several requirements:

·         You travelled during period April/May/June 2018

·         You travelled three or more days a week on your chosen route

·         You travelled on eligible routes

·         You were not a season ticket holder during that period

·         You can show evidence of having travelled during that period.

Levels

This new scheme follows the same approach as the existing Season Ticket Compensation Scheme. There will be two different types of compensation, depending on whether journeys were taken on “Level 1” or “Level 2” routes:

·         Level 1 = minimum of 12 days travelled in the period (above), up to a maximum of 20

·         Level 2 = minimum of 3 days travelled in the period (above), up to a maximum of 5

Evidence

Customers will be asked to provide evidence that they travelled three or more days per week during the eligible period of April/May/June 2018.

For those customers who made different journeys (i.e. Preston to Bolton twice a week and Preston to Manchester on one day), a predominant route will need to be chosen, to allow Northern to calculate the appropriate amount compensation due.

The evidence must be within a consecutive 28 day period for Level 1 and a consecutive seven day period for Level 2.

When and how

The scheme will go live on Tuesday, October 9, 2018.

To help customers register their compensation claims, Northern will be providing a website where detail of claims can be entered. In the meantime, Northern is asking customers to check its website for further updates.

Both schemes will remain open for customers to register claims until Tuesday, December 4.

Mark Powles, Commercial Director at Northern, said: “We are truly sorry for the inconvenience caused to our customers by the disruption to their rail services earlier this year.

"We already have a compensation scheme in place for our season ticket holders, now, in partnership with Transport for the North, we will be introducing a further scheme for regular travellers who made three or more journeys during April, May or June 2018.

"The scheme will be available to these regular travellers with effect from Tuesday, October 9.”

Back on July 12, 2018, Northern introduced a special compensation scheme for season ticket holders.

Customer response to this scheme has been very positive, but there are still some season ticket holders who have not yet applied for their compensation.

This existing scheme has been extended until Tuesday 4 December.

To apply for the Season Ticket Holder compensation scheme, please click here.

In addition to these two special schemes for season ticket holders and regular travellers, customers are also reminded about the Delay Repay scheme.

Delay Repay provides compensation for customers who are delayed by 30 minutes or longer on their journey.

This scheme will be improved by December 2018 to compensate Northern customers who experience delays in excess of 15 minutes.

Click here for more details.


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