Media Centre

Compensation for East Anglia customers

3 Jul 2008

National Express East Anglia has secured a special compensation package from Network Rail for customers who were affected by the overhead line problems and freight train derailment that occurred between 9 and 13 June.
 
Customers holding season tickets from mainline stations between Ingatestone and Norwich will now receive compensation amounting to one week’s free travel in recognition of the difficult journeys endured during that week.  This compensation will come in two parts: 

• The normal ‘delay repay’ compensation (equivalent to the number of delayed journeys incurred)
• A discount of up to an additional four days travel per customer on renewal of their season ticket 

National Express East Anglia will write to season ticket holders later this month to advise them how to claim the additional compensation. Customers without season tickets should apply for compensation through the ‘delay repay’ scheme.
 
This positive move comes as National Express and Network Rail continue to work together to address last month’s disruption and prevent such incidents in the future.
 
Andrew Chivers, Managing Director, National Express East Anglia said:
‘We are pleased to have agreed additional compensation for our customers following the incidents which affected mainline services between 9 and 13 June. We’re continuing to work closely with Network Rail in reviewing these incidents and prioritising the key areas for improvement. We would like to apologise to our customers who experienced the disruptions, and will continue with our efforts to further increase service standards and avoid the type of incidents which have marred the otherwise improving trends in performance.’

Patrick Hallgate, Route Director, Network Rail, said:
‘Securing this compensation package for National Express customers was important and recognises the service they have recently received. I know people would prefer a better service rather than compensation and that is why we are investing hundreds of millions of pounds in improving our infrastructure and making it more reliable.’

Customers can find out more information about the compensation package on: 0845 600 7245

ENDS

Notes to Editors

The special compensation will be available to customers holding season tickets (of a month duration or longer) from mainline stations between Ingatestone and Norwich, and whose journeys were disrupted in the period 9-13 June. Customers holding seven day season tickets and other types of ticket who travelled during that period will be able to claim compensation under the ‘delay repay’ scheme. 

The special compensation will not apply to any Transport for London added element of a customer’s season ticket (i.e, any Zonal London Underground or equivalent add-on to a season ticket).