Phase One of the December 2019 Compensation Scheme is now live.
We are pleased to announce that Phase One of the scheme is now live. We are proactively contacting season ticket holders for whom we hold complete sales records and accurate contact information. Typically, this will include those customers who purchased a season ticket through our website or at one of our stations. We are aiming to compensate as many customers as possible during this phase of the scheme.
Customers will be contacted by email or letter with details of their pre-approved claim. This process will take several weeks to complete.
Child season tickets will also be included in this process, however in Phase One, claim details will only be sent to a parent/guardian, all other child season tickets will need to be claimed during Phase Two.
When we have completed Phase One, we will launch the second phase of the scheme:
Phase Two will be open to all customers who have not been contacted but who travelled with us during the period of industrial action in December and meet the eligibility criteria. Customers will be invited to complete their claim online, providing details of their ticket(s) and journey during the strike period. This includes customers with weekly season tickets and daily tickets who made regular journeys during the qualifying period.
Please note that where possible, if you are able to retain tickets, copies of tickets or other proof of purchase for tickets valid during the period of industrial action this will assist in the processing of your claim.
Our eligibility checker is also live now. This useful tool allows you to check whether your journey/route is eligible for compensation under the scheme.
Check if you're eligible for compensation
We’ve got a comprehensive set of FAQs to accompany the eligibility checker so if you have any questions, please review those. If you don’t think the result is correct and you’d like to query it with us, please fill out our special webform via the link in the FAQs and we’ll review it.
Got a query or need some help?
Have you been contacted by us directly?
If we've already contacted you and you've received your claim reference in an email or letter, you can redeem your claim online.
Our FAQ page is also now live and can be accessed here.
We are currently working hard to process claims for Phase One of our scheme. If you have a query in relation to your claim please email us at email@example.com
Please provide the following information:
- Claim reference (where relevant)
- Photocard number or smartcard number
- Origin, destination and route
Alternatively you can call us on 0800 496 1482. Our team is available 08:00 to 20:00 Monday to Friday and 09:00 to 18:00 Saturday and Sunday.
What compensation are you offering?
Depending on the origin, destination and route of the ticket the value of compensation will vary. Customers may receive less compensation where another operator also provides a service along that line of route or where customers need to travel partially with another operator to complete their journey. Customers can check this by using our eligibility checker.