Passenger Charter/Delay Repay - Applicable to planned Rail Replacement Buses?

[Mike395]

Hi,

There's been a lot of talk on Twitter today about the lack of compensation for the M11 being shut (due to an accident) and thus the Stansted Express rail replacement buses being heavily delayed.

Greater Anglia are insisting that their Delay Repay scheme doesn't cover Rail Replacement Bus delays, where these buses are planned due to engineering works.

1. Are they allowed to specify that their Delay Repay scheme excludes RRBs? (I suspect the answer is yes at present...)

2. Is this commonplace across all TOCs?

2a. If so - do people think should there be any regulations put in place to force TOCs to change their guidelines on this?

Genuinely unsure about this as can see both sides of the argument!

 

[bb21]

Is there a delay to your journey? All RRBs have scheduled departure and arrival times.

I think you have your answer.

 

[Mike395]

Thanks!

(I think someone from GA has had a word with the person tweeting - they got the right answer when I asked a few minutes ago on Twitter! :P )

 

[Central Trains]

I had the same issue with Southern regarding RRBS. Just gently mentioned Passenger Focus is my best advice to you!