Increased compensation for train commuters (From Times Series)

Increased compensation for train commuters

10:11am Wednesday 24th March 2010

• Print
• Email
• Comments(0)

TRAIN company First Capital Connect has increased compensation for season ticket holders for the serious and prolonged disruption of its winter service.

The company, whose train service runs through Mill Hill, Hendon and Cricklewood to London, was plagued by constant delays and cancellations in November to January, and was widely criticised for offering only a five per cent refund. This has now increased to seven per cent.

Managing director Neal Lawson said: "Since our services returned to normal in January, my colleagues and I have spoken to and corresponded with many customers as well as meeting with a high proportion of MPs along the route.

"We will be enhancing the discount scheme introduced following the winter’s service disruption. The discount scheme is in addition to the standard delay-repay compensation scheme.

"FCC will contact customers who have already claimed under the scheme with details of additional entitlements. "Customers who haven’t yet made a claim you can still do so until April 23."

Mr Lawson also announced a £3 million refurbishment of the ageing class 319 trains, with work to improve door mechanisms which currently cause many delays and cancellations.

Staff will also be given new equipment to help keep them better informed of any delays and cancellations, so they can communicate more effectively with passengers.

The winter problems were caused by an unofficial drivers' overtime ban, freezing weather, and a year-long delay in the delivery of new trains.

What do you think of the changes? Leave your comments below.