Delay Repay introduced on TfW Rail

19th December 2018

Transport for Wales (TfW) have announced that they are now moving to the Delay Repay scheme in order to compensate passengers for unexpected delays and cancellations.

Customers who experience a delay or cancellation on a TfW service can make a claim through the new scheme. Compensation will be based on the time the passenger should have arrived at their destination, with a claim becoming eligible when a passenger is delayed by 30 minutes or more. TfW have also committed in the future to match the extended scheme recently introduced on Northern whereby customers can also claim for a delay over 15 minutes.

Customers can be expected to receive a quick response to their claim, as all claims will start to be processed within 48 hours of receipt. A varying range of reimbursement options will be available, including bank transfer, Paypal and the option to donate the compensation to charity.

Head of Customer Experience for TfW, Barry Lloyd said:

“Our customers deserve a punctual service they can be proud of and if we don’t deliver that, then we should make it as easy as possible for them to get their money back. People don’t want to see us splitting hairs or pointing fingers over what caused their delay because ultimately the impact on them is the same. Adopting Delay Repay will make life a lot simpler for our customers to get compensation if things do go wrong on their journey.”

James Price, Chief Executive Officer of TfW, said:

“We would like to thank all our customers for their patience at this difficult time. Through the hard work and dedication of our staff, who have worked over 1000 hours overtime, through the day and night, we are pleased to have improved our fleet availability and reinstated services.”

Alison Thompson, Chief Operating Officer for Network Rail in Wales and Borders, said:

“We apologise for the recent disruption passengers have experienced and want to thank people for their patience over the past few weeks. We have worked with Transport for Wales to get services running normally as quickly as possible”

Author: Darren Porter
Image: TfW Rail