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You can find the current article at its original source at https://www.theguardian.com/money/2019/jan/10/uk-rail-firms-named-and-shamed-over-late-compensation
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| UK train firms named and shamed over late compensation | UK train firms named and shamed over late compensation |
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| Train operators that fail to pay compensation promptly to delayed passengers have been named and shamed by the rail regulator, which has published figures showing more than one in three rail companies are failing to meet the target response time. | Train operators that fail to pay compensation promptly to delayed passengers have been named and shamed by the rail regulator, which has published figures showing more than one in three rail companies are failing to meet the target response time. |
| FirstGroup’s Hull Trains and TransPennine Express were the worst offenders in 2018, according to data published for the first time by the Office of Rail and Road (ORR). | FirstGroup’s Hull Trains and TransPennine Express were the worst offenders in 2018, according to data published for the first time by the Office of Rail and Road (ORR). |
| The figures showed more than 1 million Govia Thameslink Railway (GTR) passengers claimed compensation for delayed journeys in the six months around the timetabling chaos last year. | The figures showed more than 1 million Govia Thameslink Railway (GTR) passengers claimed compensation for delayed journeys in the six months around the timetabling chaos last year. |
| Overall, 3 million rail passengers sought compensation in the period from April to October 2018, with about 14% of claims turned down. | Overall, 3 million rail passengers sought compensation in the period from April to October 2018, with about 14% of claims turned down. |
| Most companies have become efficient in processing claims, with 92% paid or closed within 20 working days. GTR dealt with virtually all its 1 million claimants within 20 days, while Greater Anglia and Southeastern also closed all their cases – more than 200,000 claims each – within the same industry target. | Most companies have become efficient in processing claims, with 92% paid or closed within 20 working days. GTR dealt with virtually all its 1 million claimants within 20 days, while Greater Anglia and Southeastern also closed all their cases – more than 200,000 claims each – within the same industry target. |
| Claims peaked across the industry between mid-June and mid-July, with 616,000 complaints in a four-week period as train operators struggled to run services following a May timetable change. | Claims peaked across the industry between mid-June and mid-July, with 616,000 complaints in a four-week period as train operators struggled to run services following a May timetable change. |
| Northern received 120,000 complaints, and after initially struggling to deal with the surging numbers, closed about 95% within a month. | Northern received 120,000 complaints, and after initially struggling to deal with the surging numbers, closed about 95% within a month. |
| However, neighbouring TransPennine Express amassed a backlog of complaints after the timetabling fiasco, with fewer than half closed within 20 days. The company apologised for “processing issues which have now been resolved”. | |
| All FirstGroup’s rail operations fared particularly badly: as well as TransPennine, Hull Trains, an open-access operator, dealt with 30% of its 2,600 complaints on time. Great Western, which dealt with 76% of about 100,000 complaints on time, was one of the slowest to respond last summer, after troubles with new trains and electrification works, but was closing nearly all complaints promptly by October. South Western Railway was also significantly behind target, with 70% dealt with on time. | All FirstGroup’s rail operations fared particularly badly: as well as TransPennine, Hull Trains, an open-access operator, dealt with 30% of its 2,600 complaints on time. Great Western, which dealt with 76% of about 100,000 complaints on time, was one of the slowest to respond last summer, after troubles with new trains and electrification works, but was closing nearly all complaints promptly by October. South Western Railway was also significantly behind target, with 70% dealt with on time. |
| Stephanie Tobyn, a deputy director at ORR, said: “This is the first time ORR has published data on the important area of delay compensation. Passengers have rightly made claims for these journeys and it is good to see that train companies, in the main, are responding to these promptly. | Stephanie Tobyn, a deputy director at ORR, said: “This is the first time ORR has published data on the important area of delay compensation. Passengers have rightly made claims for these journeys and it is good to see that train companies, in the main, are responding to these promptly. |
| “ORR will be meeting with all train companies later this month to review the current timescales for compensation claims, particularly where these are below target.” | “ORR will be meeting with all train companies later this month to review the current timescales for compensation claims, particularly where these are below target.” |
| Automated delay repay schemes have been introduced by several train operators in the past few years, including C2C for those with season tickets or smartcards, and Virgin for those pre-booking with online card payments. | Automated delay repay schemes have been introduced by several train operators in the past few years, including C2C for those with season tickets or smartcards, and Virgin for those pre-booking with online card payments. |
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