PARLIAMENTARY WRITTEN QUESTION
Railways: Compensation (1 June 2018)

To ask the Secretary of State for Transport, if he will make an assessment of the adequacy of the compensation procedures for passengers experiencing delays on (a) Govia Thameslink and b) East Midlands train services since 20 May 2018.

Asked by:
Mohammad Yasin (Labour)

The Department for Transport does not hold data on train cancellations and delays to this level of detail.

It is currently too early to make a detailed assessment of any cost implications of the delays and cancellations since the timetable change. What is clear is that passengers on GTR are facing totally unsatisfactory levels of service and it is the Department’s number one priority to restore reliability to an acceptable level as soon as possible.

We are assessing whether GTR met their contractual obligations in the planning and delivery of this timetable change, and whether these issues could have been reasonably foreseen and different action taken to prevent the high levels of disruption passengers are experiencing. If it is found that GTR are materially in breach of their contractual obligations, the Department will take the appropriate enforcement action against them.

On GTR services, passengers are encouraged to apply to their train operator for Delay Repay compensation for affected journeys. GTR passengers can claim delay repay for delays over 15 minutes.

Earlier this week, the Secretary of State announced a special compensation scheme for GTR passengers. It is to be funded by the rail industry and will ensure regular rail customers receive appropriate redress for the disruption they have experienced. The industry will set out more detail of the eligibility requirements and how season ticket holders can claim.

The Department for Transport cannot currently provide an assessment of the impact of the May 2018 timetable changes on overcrowding at Bedford station, as performance of the new timetable has been too unstable to allow for an accurate assessment to be made.

The service provided since the start of the new timetable has been unacceptable and it is the Department’s number one priority to restore reliability on services at Bedford to an acceptable level as soon as possible.

Answered by:
Lord Johnson of Marylebone (Conservative)
6 June 2018