A new Delay Repay scheme has been brought into effect on the Chiltern Railways website, making it easier and quicker for customers to claim refunds if their journey has been delayed.
This new scheme will allow customers to make claims for compensation whenever their journey is delayed by more than 15 minutes, regardless of the reason or delay.
Before this was introduced trains had to be deglazed for more than 30 minutes or 60 minutes to make a claim.
As part of the Delay Repay 15 scheme, Chiltern have also launched a new, automated system which will calculate and process refund claims. This aims to reduce overall processing times significantly.
You can visit the Delay Repay 15 page on the Chiltern Railways website at https://www.chilternrailways.co.uk/delayrepay15.
Eleni Jordan, Commercial & Customer Strategy Director for Chiltern Railways, said:
“As well as being committed to delivering a safe, punctual, efficient service, we want to ensure that quick and convenient refunds are issued to our customers in the event of service disruption.
If our customers have been delayed on their journey, we do not want any further delay to the compensation they are owed.
We are proud to introduce the Delay Repay 15 scheme alongside our new, automated refund system which allows customers to process their claim in just a few clicks.”
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