Additional compensation scheme launched

Monday 23rd July 2018

We have today (Monday 23 July 2018) launched ouradditional customer compensation scheme for season ticket holders following the May timetable change.

Compensation is being offered to a number of customers across certain routes as a result of disruption caused by the May timetable change. The scheme, which went live at midday, has been developed between the Department for Transport and Transport for the North.       

Season ticket holders that travel on specific routes are eligible for compensation and can now submit their claim online through the TPE website. Those with multi-modal and zonal tickets will also be entitled to compensation.            

The train company are offering a week’s compensation to customers whose journeys were disrupted between 20 May and 30 June 2018.  Customers will be required to provide evidence of one week of travel during the qualifying period.  

Adam Fairclough, Head of Customer Experience for TransPennine Express said: “Following the introduction of a new timetable in May, customers on certain parts of our network have experienced delays and cancellations and we are truly sorry for the disruption this has caused.

“Those eligible for compensation can now apply for a refund on their travel online via our website.”

To make a claim and access further information on the compensation scheme, please click here. 

Eligible customers will have until 1 October 2018 to make a claim. A helpful FAQ and full terms and conditions can be found online.

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