GTR Explains How to Claim Compensation

Last week Cambridgeshire MPs Lucy Frazer and Jonathan Djanogly met with new CEO of Govia Thameslink, Patrick Verwer. In the meeting, which was held on 18th July, asurrance was given that the new interim timetable is working and that the situation is now much improved. Lucy Frazer is asking any constituents finding this not to be the case to email her directly at lucy.frazer.mp@parliament.uk so she can pursue the matter further.

During the meeting, Mr Verwer promised to send details of how all those affected, including non season ticket holders can apply for compensation. This information is detailed below.

GTR's clarification of the various compensation options:

The 'special compensation' is aimed specifically at season ticket holders, as this group would have purchased a ticket for a specific validity and experienced lengthy periods of disruption. We are still in the qualifying period for special compensation, which ends on 28 July. 

We will then use our existing records to work out who is owed this compensation. Once complete, GTR will contact these individuals - most likley towards the end of August. (There will also be an opportunity for anyone not contacted, but who thinks they should have been, to apply into the scheme.)

Passengers who buy 'day tickets', and may have adjusted their plans around the disruption, are not included in this special compensation scheme. However, these individuals are able to apply for our existing Delay Repay scheme (both against the intended post-20 May timetable and the service run on the day), as well as the existing enhanced compensation, if they were delayed by more than 30 minutes on 12 or more days over a four week reporting period.

More information about each of the three programmes can be found on our website:

Passengers have the option of applying for Delay Repay by completing our online web form (available at https://www.greatnorthernrail.com/help-and-support/journey-problems/delay-repay-compensation). This is a three step process, once a customer has created an account. They need to confirm their personal details, the details of their ticket and journey and then the payment method they wish to receive their refund through. Alternatively, passengers can apply via post.