Southeastern is now paying partial refunds to passengers delayed by 15 minutes or more on its services, bringing it into line with its sister rail operators Thameslink and Southern.
Until today, passengers could only claim money back from the company if they had been delayed by more than half an hour. But the company has today launched Delay Repay 15, which brings the limit down to 15 minutes, meaning many more SE London journeys will be covered.
Passengers who are delayed by between 15 and 29 minutes will be able to claim back 25% of a single fare from today. Travellers delayed by between 30 and 59 minutes will be able to get 50% back, it is 100% over an hour.
Claims from journeys from today are now being accepted on the Southeastern website.
The 15-minute refunds are being rolled out across National Rail franchises, and are already in place on Thameslink, Southern, c2c and Greater Anglia. On the Tube and DLR, full refunds have been available for many years for passengers delayed for 15 minutes or more; on London Overground and TfL Rail the limit is 30 minutes.
Southeastern’s future remains up in the air after the government scrapped the competition to retender its franchise last month. The franchise will end in April 2020, although this could still be extended again, or a government-owned company – similar to its predecessor South Eastern Trains – could step in.
In March, London’s mayor Sadiq Khan branded the company “a disgrace” and called for its services in the capital to be hived off and handed to Transport for London – continuing a policy pursued by Boris Johnson when he was mayor.
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