FGW - More compensation

[Mojo]

http://www.firstgreatwestern.co.uk/NewsItem.aspx?id=581

First Great Western (FGW) has announced it is giving back millions of pounds to customers – doubling the amount of compensation required by the Passenger’s Charter.


This move recognises customers have not received the service they deserve, and means that most regular passengers will effectively pay the previous year’s prices for their 2008 season tickets on renewal.

Season ticket holders will receive their compensation when they renew their current tickets.

Under the terms of the Passenger’s Charter, if reliability and punctuality targets are not met, season ticket holders receive a refund of five or 10 per cent. First Great Western will now refund 10 or 20 per cent of the season ticket value.

For example, a customer with a standard class annual season ticket between Bristol and Paddington would now be entitled to £867 in compensation.

Weekly season and day ticket holders will also be able to claim double compensation if their service is significantly delayed or cancelled.

FGW chief operating officer, Andrew Haines said: “We’ve not given customers the service they deserve over the last 12 months, and we’re sorry.

“We want to do the right thing by our customers. We are working with Network Rail to help us deliver a better service, but I recognise the promise of a better service tomorrow is little consolation for poor performance. I want this to send a clear message that we take our performance commitments seriously.

“This move will benefit tens of thousands of customers, and along with it goes our commitment to do everything possible to make sure service improves this year.

“We’ll also be freezing fares and car parking prices at their current prices until at least the end of this year.”

Passenger Focus chief executive Anthony Smith said: “This deal is an important step towards rebuilding a link between service quality and price. It follows weeks of discussion and shows First Great Western is listening to passengers and passenger groups.”

London TravelWatch chairman, Brian Cooke welcomed the announcement. He said: “This move recognises that customers need to be listened to, and we are pleased that process has now started.”

· The double compensation scheme follows discussions with the Department for Transport, Passenger Focus and London TravelWatch, and is valid on tickets purchased for travel from 27 January 2008.

· The level of compensation depends on the journey for which a customer’s season ticket is valid.

 

[mrcheek]

Im now actually hoping my train gets delayed tomorrow. Im in no hurry getting to London and back. Some extra cash would be nice....

 

[mark7144]

Sorry for being stupid but can someone tell me if this affects me at all? I bought an Annual Season ticket on the 12 Dec 2007 from West Drayton to Burnham.. can I get any sort of compensation?

 

[Gizmogle]

It says in the text...

You will receive 10% or 20% refund when you renew your season ticket if the passenger charter targets aren't met.

If you get delayed, then I'm pretty sure that you can claim compensation on a season ticket anyway.

 

[P156KWJ]

you can claim off any ticket. I've done it myself lots. always worth a go! get as much money from companies as possible

 

[class 313]

you can claim off any ticket. I've done it myself lots. always worth a go! get as much money from companies as possible

Then you wonder why prices go up...:roll:

 

[djw1981]

If they run a late service you are entitled to compensation for the failure of the rail industry to run their service online

 

[Tom B]

If they run a late service you are entitled to compensation for the failure of the rail industry to run their service online

Quite - if they think that too much money is being spent on compensation, they should concentrate on providing the advertised service.

 

[class 313]

get as much money from companies as possible

I was mostly on about the above statement.

Just out of interested, what would you* consider more important. Cheap tickets but not always on time or expensive tickets with trains *more* on time?

* aiming at everyone, not just "156401"

 

[Coxster]

Is that the same Andrew that was Managing Director of SWT? Name rings a bell.

 

[Mojo]

It depends on the TOC. Some, such as 'one' offer 'Delay Repay' schemes where you claim for individual delays off your season ticket, whereas others, such as FGW give a discount off renewal based on punctuality and reliability triggers.

In response to mark he will get a 10% discount as only punctuality is below the trigger on the Thames Valley lines - which is a 5% discount doubled to 10%. This will apply if you renew in the next 12 months.

 

[Jim]

Is that the same Andrew that was Managing Director of SWT? Name rings a bell.

yep

 

[mark7144]

It depends on the TOC. Some, such as
In response to mark he will get a 10% discount as only punctuality is below the trigger on the Thames Valley lines - which is a 5% discount doubled to 10%. This will apply if you renew in the next 12 months.

So even if they change their mind on this in say 10 months, I still am entitled to a 10% discount next January if I renew? And why is the 5% doubled?

Thanks for answering my question, I just wanted to make sure I couldn't get any sort of discount off my current season ticket.