Compensation outlined for passengers

EAST Anglian rail operator 'one' has announced details of the compensation it will pay to passengers affected by Network Rail's over-running engineering work at London Liverpool Street on Wednesday/Thursday 2/3 January.

EAST Anglian rail operator 'one' has announced details of the compensation it will pay to passengers affected by Network Rail's over-running engineering work at London Liverpool Street on Wednesday/Thursday 2/3 January.

The train operator has secured funding from Network Rail specifically to compensate its passengers, who suffered severe disruption at very short notice, when Network Rail's work to renew overhead line equipment on the approach to London Liverpool Street station, took over 24 hours longer than scheduled to be completed.

All season ticket holders will be eligible for a full refund - Mainline and Metro passengers for both days (2/3 January) and West Anglia passengers for 2 January.

Other ticket holders who suffered delayed journeys will receive compensation for the days on which they travelled.

Passengers affected should apply to the 'one' Customer Services Centre, Grosvenor House, 114 Prince of Wales Road, Norwich NR1 1NS (customer.relations@onerailway.com or 0845 600 7245).

Andrew Chivers, Managing Director for 'one' said : “We're pleased to be able to offer full compensation arrangements to passengers inconvenienced by the engineering work over-run at London Liverpool Street.

Most Read

“Both the extent of the over-run and the unacceptably late advice of the problems to us by Network Rail caused considerable difficulties for many of our customers.

“We're sorry that they had to suffer such disrupted journeys. The funding we have secured from Network Rail indicates that they have recognised the scale of the inconvenience caused to passengers using our trains on Wednesday/Thursday 2/3 January.

“Our aim is to consistently provide the best possible service for passengers so, given the considerable delays and lack of warning of the problems last week, we felt it was right to ensure they were properly compensated for this unfortunate incident.

“I want to reassure our customers that as well as compensating them for the disruption, we are also providing a submission to the Office of Rail Regulation and working directly with Network Rail to ensure that they avoid such disruptive over-runs in future.”

Anthony Smith, Chief Executive of official rail watchdog Passenger Focus said : “Passengers will be pleased that 'one' has been taking positive action and working with Network Rail to ensure their customers receive compensation after the New Year fiasco.

“Passenger Focus encourages those affected to claim and get compensation.”