Automated compensation for customers

Wednesday 03rd July 2019

We have made it even easier and speeded up the time it takes for customers to receive compensation if their train is delayed.  

The introduction of Automated Delay Repay (ADR) means that compensation claims will be automatically generated and customers will be able to receive their compensation at the click of a button.

Following a delay of half an hour or more, customers will receive an email notifying them that payment is awaiting confirmation. After clicking ‘claim’, customers will receive their refund immediately.

Customers with TPE Advance tickets only purchased using the TPExpress app or website will be able to benefit from the new initiative. They will need to register for an online account and opt in to receive email alerts about ADR.  

Rail Minister Andrew Jones said: “The introduction of an automated, ‘one-click’ claims process on TPE is positive news for passengers. We are committed to improving the compensation process, and encourage all our franchises to make similar strides forward.

“Our absolute priority is delivering the reliable services passengers expect, but when things go wrong, it is absolutely right that people are compensated fairly and quickly.”

Customer Experience Director for TransPennine Express, Kathryn O’Brien commented: “The punctuality and reliability of our services is of paramount importance to us, however when things do go wrong, it’s key that customers are suitably compensated.

“We are committed to continuing to deliver meaningful improvements for customers and Automated Delay Repay will significantly reduce the amount of time and effort it takes for customers who experience a delay of half an hour or more to receive compensation.”

For more information on ADR click here.

TPE is delivering an investment of £500million in extra services, more seats and brand new Nova trains.

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