Press Releases - News - Translink
‘Fare’ deal for passengers
19th February 2008:
- NI Railways to introduce new delay compensation scheme -
New simple and fair refunds for passengers whose trains are delayed will be introduced from 29th February 2008 as follows:
Individual Service Delay Compensation
• If a train is delayed between 30 and 59 minutes, passengers will get compensation to the value of 50% of the cost of a single ticket or 50% of either portion of a return ticket.
• If a train is delayed between 60 and 119 minutes, passengers will get compensation to the value of 100% of the cost of a single ticket or 100% of either portion of a return ticket.
• If a train is delayed by more than 119 minutes, passengers will get compensation to the full value of the price paid for a return journey regardless of ticket type.
Season Ticket Discount
• If we do not achieve the reliability targets or fall 3% below the on-time targets for a particular line, we will offer passengers 10% discount when buying a monthly ticket for journeys on that line or up to 10% when they renew their annual ticket.
Translink’s Marketing Executive, Ciaran Rogan said, “Punctuality is very important for our passengers, we have a good record - but when our services are late and it’s our fault - it is only fair passengers are refunded. It’s the right thing to do”.
“This new system replaces current discount arrangements which are not simple enough and ensures that all passengers are treated equally.” He concluded.
Details will be displayed on posters at stations and posted on line to advise passengers how and where to make a claim.
Ends
For further information please contact Samantha Livingstone at Translink Press Office on 028 90 899433 or email Samantha.livingstone@translink.co.uk
Notes to Editor
NI Railways Delay-Repay Compensation Scheme - Terms and Conditions
1. Passengers will be entitled to receive compensation under the following conditions:
Individual Service Delay Compensation
• If your journey is delayed between 30 and 59 minutes, we will pay compensation to the value of 50% of the cost of a single ticket or 50% of either portion of a return ticket (meaning either the outward or return leg of the journey).
• If your journey is delayed between 60 and 119 minutes, we will pay compensation to the value of 100% of the cost of a single ticket or 100% of either portion of a return ticket.
• If your journey is delayed by more than 119 minutes, we will pay compensation to the full value of the price paid for a return journey. Holders of single tickets will also be compensated with the value of a return ticket for their journey.
• The same compensation arrangements will apply to weekly, monthly and annual tickets. For these tickets, compensation will be calculated based on the proportional daily cost of the price paid for the ticket.
Compensation for Weekly, Monthly and Annual tickets will be calculated using the following formulas:
Weekly Tickets
For delays between 30 and 59 minutes, passengers will receive compensation to the value of 1/20 of the price paid for their weekly ticket.
For delays between 60 and 119 minutes, passengers will receive compensation to the value of 1/10 of the price paid for their weekly ticket.
For delays in over 119 minutes, passengers will receive compensation to the value of 1/5 of the price paid for their weekly ticket.
Monthly Tickets
For delays between 30 and 59 minutes, passengers will receive compensation to the value of 1/80 of the price paid for their monthly ticket.
For delays between 60 and 119 minutes, passengers will receive compensation to the value of 1/40 of the price paid for their monthly ticket.
For delays over 119 minutes, passengers will receive compensation to the value of 1/20 of the price paid for their monthly ticket.
Annual Tickets
For delays between 30 and 59 minutes, passengers will receive compensation to the value of 1/800 of the price paid for their annual ticket.
For delays between 60 and 119 minutes, passengers will receive compensation to the value of 1/400 of the price paid for their annual ticket.
For delays over 119 minutes, passengers will receive compensation to the value of 1/200 of the price paid for their annual ticket.
2. To make a claim for compensation, you must complete and return our Delay-Repay compensation form within 28 days of the journey in question. In order to validate your claim, you must include the relevant ticket along with your claim form. Monthly and Annual Ticket holders must include either their original ticket or a photocopy of their ticket. Please note that we have a monitoring system in place to check customer details, ticket types and other information that passengers provide to validate your claim. Translink will take appropriate action against any fraudulent claims. Claim forms will be available at all main bus and train stations and can also be downloaded from the website at: www.translink.co.uk/compensationform.asp
3. Compensation will be paid in the form of NI Railways vouchers which can be used as payment or part-payment for future ticket purchases. Vouchers to the value of £1 and £5 will be available. No cash payments can be given as compensation. If your claim is valid we will offer you discount of at least £1. We will display posters in stations telling you how and where to make a claim.
Season Ticket Discounts
4. If NI Railways do not achieve the reliability targets or fall 3% below the on-time targets for your line, we will offer you 10% discount when you buy a monthly ticket or up to 10% when you renew your annual ticket. Annual tickets will be reduced by 1% for each month that they do not achieve the reliability targets or fall 3% below the on-time targets, within the past year, up to a maximum of 10% discount.
Reliability and on-time results will be displayed on station posters and online from the 20th of each month. Discounts, when applicable, will be available for one month from this date. Weekly tickets are not included within in the new delay-repay scheme.
For the introductory period, from the 29th February to 20th March, passengers travelling on the Bangor line only will be entitled to claim 10% discount when purchasing their next monthly ticket. Those travelling on the Larne, Portadown, Portrush and Londonderry lines will not be entitled to 10% discount when purchasing their next monthly ticket.
5. The new Delay-Repay scheme is not applicable to cross border rail service. These services have separate compensation arrangements which are detailed in the Enterprise Charter, available at main rail stations and from the Translink website.
6. Delay-Repay does not apply to those passengers who receive free travel.
7. NI Railways do not operate connecting services. Compensation will therefore not be paid to passengers delayed because they are transferring from another service. Compensation will be paid if either service is delayed by more than 29 minutes.
8. Compensation will not be given if the delay in question occurs as a result of any of the following reasons:
• Security Alerts
• Crime
• Very extreme weather conditions
• Actions of a third party, outside the control of NI Railways.
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