COMMUTERS on the Southeastern rail network who face delays of more than 30 minutes this week can claim back the entire value of their train fare.
Normally, delayed commuters only get 50 per cent of their ticket value back, but following a train derailment on Tuesday, passengers will get more.
Southeastern said that because the derailment had been very difficult for passengers, they could claim double compensation.
Thetrain derailment occurred in Lewisham on Tuesdaywhen afreight trainoverturned and left a 50-metre stretch of track needing to be completely rebuilt.
With delays to the network set to last until the end of the week, Southeastern urgedcustomers to request compensation for delays caused by the disruption of 30 minutes or more.
Until the issue is resolved, customers can claimdouble compensation, the firm said.
Richard Dean, train services director at Southeastern, said:This derailment has had a huge impact on the services weve been able to run over the last few days and unfortunately, due to the level of work needed, this will continue for days to come.
It has been very difficult for our passengers and we urge those delayed by 30 minutes or more to claim Delay Repay compensation, which will be doubled until the issue is resolved.
Delay Repay is a national scheme train companies use to compensate passengers for delays.
Customers can claim a refund of 50 per cent of the single fare for delays of 30 to 59 minutes, 100 per cent of the single fare for delays of 60 minutes or more, and 100 per cent of the return fare for delays of two hours or more.
This week however, customers affected by the derailment will receivea full fare refund for delays of 30 minutes.
For a return train fare from Lewisham to London Victoria, for example, that would mean a full refund of6.10.
Some train companies offer compensation for delays of 15 minutes, including Gatwick Express, Great Northern, Southern and Thameslink, butSoutheastern only offers compensation for 30 minutes or more.
If you want to check how long you were delayed for and how much money you can claim you can use theRecent Train Times website.
It gets its data from Network Rail for routes in England, Scotland and Wales, but not the London Underground.
Select the stations you were travelling to and from, when you want the data for (the time period tab) and in the arrival time box click the average and actual times option.
Customers of Southeastern should remember that they can only claim a refund within 28 days of the delayed journey.
Andy Derbyshire, chief operating officer for Network Rails South East route, said:We know that this [Lewisham] incident is disrupting many peoples journeys and Im sorry it will be a few days yet before services return to normal.
We are doing everything we can to get the site clear and our repairs under way as quickly and safely as possible.
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