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We have launched our Season Ticket Compensation scheme as an apology for the recent disruption across our network. This compensation will cancel the 2.8% regulated fare increase this year for Season Ticket holders.
This scheme, which provides 3% of the annualised cost of your Season Ticket cost back to you, is applicable to all Weekly, Monthly and Annual tickets held between the 1 October and 31 December 2019 and valid for travel on TransPennine Express services. Details of how we have calculated this is in the Frequently Asked Questions, below.
To apply for the Season Ticket Compensation scheme email us at email@example.com and provide all of the following information:
Please make sure the information you provide us is complete and accurate. If any information is missing or inaccurate, this could cause a delay in your claim being processed. Please note that all payments will be paid via cheque.
Once we have received your claim you will receive an automated response. We will get back to you confirming your payment as soon as we can.
A: Customers can apply by emailing us at firstname.lastname@example.org. We will only be able to accept a submission via email and have no postal option for this scheme. Please double-check that your email contains all the information we have requested and that it is accurate before sending this to us. Any missing information or inaccuracies may cause a delay to your claim being processed.
A: Ideally, we would need an image of your Season Ticket or your SmartCard number. However, if this is not possible, a bank statement with the charge showing (and all other details removed) will also be acceptable, together with details of the origin and destination of your season ticket.
If you hold an annual or monthly season ticket, you need to show evidence of one ticket for the period. Weekly season ticket holders need to show evidence of three tickets during the period.
A: The 3% refund will be applied as follows, where the journey is wholly on a TransPennine Express (TPE) service:
Where only part of the journey is on a TPE service (i.e. where you connect onto another operator’s service) compensation will be calculated as above, however we reserve the right to adjust the compensation amount based on the usage that is associated with travelling on TPE services.