An overcrowded Bolton train
An overcrowded Bolton train

Back in March I wrote about my concerns over Northern’s compensation scheme Delay Repay.

Key among those concerns was Northern’s insistence that those with “multi-modal” tickets (eg. System One bus & train travel cards) are not eligible for any compensation.

I do not think this is fair at all. Effectively people are being denied compensation because they choose the most cost effective ticket for their situation.

I raised this with the Rail Minister in Parliament and he made it very clear that Delay Repay is supposed to cover multi-modal tickets.

Jo Johnson confirms all ticket types should be covered by Delay Repay
Jo Johnson confirms all ticket types should be covered by Delay Repay

I have been demanding answers from Northern ever since. I wanted a clear explanation as to why these tickets were being excluded and action to put things right. Finally they have come back with a response.

Northern
Northern's response on Delay Repay

This isn’t good enough.

I don’t see why Northern would need to change the terms and conditions on a System One ticket in order to refund people when their trains don’t arrive. GMTL aren’t the ones paying out, Northern are.

This response also offers no timescale for a resolution, only the suggestion that they are “willing to explore to what extent these issues can be overcome”.

The Department for Transport need to make sure that rail operators are delivering on the standards expected. I will continue to pursue this issue and I will be raising it with the Minister.

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