Railway travellers – Additional Industry Compensation scheme: Phase 2 update

Dear stakeholder

Phase 2 of our industry compensation scheme is now open. Eligible season ticket holders can now make an online claim from Tuesday 25 September.

Overview

  • Additional industry compensation is available for eligible Thameslink and Great Northern customers most severely impacted by the staged introduction of the May 2018 timetable.
  • Eligible customers are those that hold between 1 and 4 weeks’ worth of season tickets or a minimum of 3 days’ return daily tickets in any one week (Mon to Sun), between 20 May and 28 July on a qualifying route. Eligible customers can claim compensation for a period of between 1 to 4 weeks’ worth of fares.
  • Full details including Frequently Asked Questions available at railcompensation.thameslinkrailway.com

Implementing the scheme

  • To manage the volume of expected claims and ensure an efficient process for customers, GTR have expanded and trained a new team to handle claims and enquiries. The scheme is also being delivered in phases:
Phase 1

 

Between 29 August and 21 September we contacted 63,000 season ticket holders who were identified as eligible from our sales records.

 

Customers who received a letter or email from us but haven’t yet finalised their claim have until 30 November to do so.

Phase 2

 

Eligible season ticket holders who were not contacted as part of the first phase can make an online claim from 25 September until 30 November
Phase 3

 

We aim to open online claims to eligible non-season ticket holders by 30 November. We’ll confirm the opening and closing dates as quickly as possible. In the meantime, we are setting up the new systems and staff training required to deliver phase 3.

Customers are being encouraged to hold onto any tickets, receipts, Oyster PAYG or contactless journey history or other proof of travel.