As followers of my blog will be aware I have been raising concerns for some time over Northern’s “Delay Repay” scheme.
A key element of this has been the unfair exclusion of those with “multi-modal” tickets (eg. System One bus & train travel cards) from entitlement to compensation.
Last month I shared a response from Northern which appeared to shift the blame onto System One not wanting to change their terms and conditions.
Since then I have written to the Rail Minister Jo Johnson to raise this matter again. You can see his full response below. The reassurance multi-modal tickets are accepted in the additional compensation scheme is welcome but there is little suggestion that the issues with Delay Repay will be addressed soon.
Following my blog last month I was also contacted by several constituents. I was sent screenshots of System One’s terms and conditions which seem entirely compatible with Delay Repay. I was also sent correspondence between System One and a member of the public which suggested they have no issues with Northern including their tickets within Delay Repay and it is in their hands.
As this conflicts with the explanations given by Northern I raised this directly with the regional director. You can see his response in full below.
Once again there is no timescale offered on the delivery of compensation only the suggestion that “the industry will find a solution at some point in the future”.
The Department for Transport need to make sure that rail operators are delivering on the standards expected. I will continue to pursue this issue with Northern and Mr Johnson to seek a rapid resolution.