East Midlands Trains have recently changed their delay repay policy. The changes that have been made are stated below.
New compensation arrangements for our customers
A new compensation scheme – ‘Delay Repay’ – started on 1 April 2009, replacing the existing compensation arrangements we had in place.
The scheme will apply to all tickets, from daily tickets through to annual season ticket holders (applicable season tickets are those purchased on or after 1 April 2009, season tickets purchased before will still remain on the discount scheme), and the value of compensation will be calculated on an equitable basis for all:
• Customers delayed on East Midlands Trains services between 30 and 59 minutes will receive compensation
of at least 50% of the cost of a single ticket or at least 50% of the cost of either portion of a return ticket (by ‘portion’ we mean either the outward or the return part of a return ticket).
• Customers delayed on East Midlands Trains services between 60 and 119 minutes will receive
compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of either portion of
a return ticket (by ‘portion’ we mean either the outward or return part of a return ticket).
• Customers delayed on East Midlands Trains services for 120 minutes or longer will receive compensation of
at least 100% of the cost of a single ticket or at least 100% of the cost of a return ticket (i.e. both ways, not just one way).
• Weekly and season ticket holders will receive the above compensation as a proportional daily cost of the
price of the ticket. For example, if a claim is made for one journey on a weekly season ticket, the value of
compensation will be based upon 1/10th of the price of the season. For a monthly season ticket,
compensation will be based upon 1/44th of the price of the season. For an annual season, compensation
will be based upon 1/520th of the price of the season.
Customers should complete a pre-printed application form (available on our trains, from our staffed stations,
Customer Relations and downloadable from our website), and forward it to the Freepost address on the form.
Compensation will normally be paid in National Rail vouchers.
Advantages of the new compensation arrangements
The advantages of the new compensation arrangements include:
• The system is simple, has no exclusions and provides an equitable and fair level of compensation.
• Entitlement to compensation will be journey specific, removing confusion and frustration arising from the
application of moving annual averages and service groups.
• Season ticket holders will receive compensation for delays when they wouldn’t have under the previous
system.
We will honour the existing discount arrangements for East Midlands Trains season ticket holders with tickets purchased before 1 April 2009 up to the first renewal (if discounts are payable).
A copy of the delay repay form can be found at the following link: Click Here