GWR Delay Repay

[whole diary]

[LiskeardRich]

A suggestion on another forum is its introduction has been shelved by other direct award franchise's as well.

[TaplowGreen]

I think the main issue here, is the extremely disappointing news that GWR^▸ (Great Western Railway) have managed to wriggle out of providing the much fairer delay repay scheme for the next few years.

We're sorry you feel that way 

[Jason]

They should just be honest and say they'd be technically insolvent within months if they implemented it right now

[JayMac]

Is there anything worse than an organisation which responds to dissatisfaction by saying "We're sorry you feel this way" or "we're sorry you're unhappy with this" - in other words "We don't agree with you, and/or we're not going to do anything about it"- it's an unfortunate habit on the Twitter feed whenever anyone expresses displeasure.

It's a customer service "technique" to close down a conversation that most good organisations grew out of years ago.....

There is something worse. A GWR^▸ (Great Western Railway) Communications Manager saying they'll get back to you ASAP with a company statement regarding the non introduction of Delay Repay, and then not doing so.

On 20th September I was told:

Hope you are well. Just to update you, I'm currently just waiting for feedback on the statement and will get it to you asap.

 

[LiskeardRich]

Is there anything worse than an organisation which responds to dissatisfaction by saying "We're sorry you feel this way" or "we're sorry you're unhappy with this" - in other words "We don't agree with you, and/or we're not going to do anything about it"- it's an unfortunate habit on the Twitter feed whenever anyone expresses displeasure.

It's a customer service "technique" to close down a conversation that most good organisations grew out of years ago.....

There is something worse. A GWR^▸ (Great Western Railway) Communications Manager saying they'll get back to you ASAP with a company statement regarding the non introduction of Delay Repay, and then not doing so.

On 20th September I was told:

Hope you are well. Just to update you, I'm currently just waiting for feedback on the statement and will get it to you asap.

 

I find GWR take around 8-10 weeks to reply to emails, so ASAP is probably 6 weeks 

[JayMac]

I now have the official statement (a reminder email did the trick) from GWR^▸ (Great Western Railway) regarding the non-implementation (at this time) of Delay Repay:

"As part of our Direct Award, we agreed to co-operate in good faith with the Department for Transport with the intention of implementing Delay Repay. Those discussions remain ongoing and we look forward to reaching agreement as soon as possible."

[IndustryInsider]

Well this:

"As part of our Direct Award, we agreed to co-operate in good faith with the Department for Transport with the intention of implementing Delay Repay. Those discussions remain ongoing and we look forward to reaching agreement as soon as possible."

...sounds completely different to this:

Hi Ben, this was reviewed and Delay Repay won't be implemented under the current franchise. -Andy

https://twitter.com/GWRHelp/status/772873751683817472

This was reviewed and delay repay will not be introduced under the current franchise. -Andy

https://twitter.com/GWRHelp/status/773602967790518273

I hope it's the former and not the latter!

[JayMac]

The subtext in the official GWR^▸ (Great Western Railway) statement I got from a Communications Manager, seemingly at odds with the Customer Services platitudes given via twitter, is either:

We'd like to introduce 'Delay Repay' but the DfT^» (Department for Transport - about) are dragging their heels over the cost implications to the Direct Award we've agreed, or;

The DfT want us to introduce 'Delay Repay', but we are dragging our heels over how it is funded, re: the agreed funding of the Direct Award.

Both sides seemingly happy to do nothing by using the woolly wording in the Direct Award franchise agreement of March 2015. It may be good faith on the part of GWR and the DfT in their negotiations but it certainly doesn't project good faith to the users of GWR services.

[ChrisB]

It won't necessarily benefit season holders. While everyone benefits from each delay that qualifies, the loss of the 5%\10% renewal discount could offer a bigger a bigger refund, the longer it is claimable

[IndustryInsider]

Indeed, although the only discount trigger currently being paid is the 5% to LTV^▸ (London [and] Thames Valley) season tickets, and whilst that is likely to be the case for some time (the MAA^▸ (Moving Annual Average) is currently 3.9% below the trigger threshold), it is also unlikely that any other discounts will be offered any time soon as all the other figures are quite comfortably above the trigger levels.

It is, however, a much fairer system which reflects the delays passengers experience.

[paul7575]

Indeed, although the only discount trigger currently being paid is the 5% to LTV^▸ (London [and] Thames Valley) season tickets, and whilst that is likely to be the case for some time (the MAA^▸ (Moving Annual Average) is currently 3.9% below the trigger threshold), it is also unlikely that any other discounts will be offered any time soon as all the other figures are quite comfortably above the trigger levels.

It is, however, a much fairer system which reflects the delays passengers experience.

Allegedly, DfT^» (Department for Transport - about) asked for the delay repay schemes to be introduced in response to "passengers" complaining that they weren't given enough compensation for specific journeys.  "Passengers" as a group cannot really have it both ways...

Paul

[IndustryInsider]

Good news for those who want more compensation for train delays.  I think I remember Taplow Green saying he thought delays of 15 minutes should be entitled to compensation (rather than the current 30 minutes) and someone up at the DfT was obviously listening:

https://www.gov.uk/government/news/government-announces-improved-compensation-scheme-for-rail-passengers

It will take a few years to filter through to the franchises, and of course GWR^▸ (Great Western Railway) need to adopt 'Delay Repay'  in the first place, but it reinforces the scheme's benefits of being a much fairer compensation system than the current charter system that some franchises, including GWR, still follow.

[JayMac]

I'm hoping the decision of GWR^▸ (Great Western Railway)/DfT^» (Department for Transport - about) not to introduce Delay/Repay on the 1st anniversary of the Greater Western Direct Award is because this development - Delay Repay 15 - was in the pipeline.

That will be a more positive reason than concerns about costs to the TOC^▸ (Train Operating Company) or DfT.

[TaplowGreen]

Good news for those who want more compensation for train delays.  I think I remember Taplow Green saying he thought delays of 15 minutes should be entitled to compensation (rather than the current 30 minutes) and someone up at the DfT was obviously listening:

https://www.gov.uk/government/news/government-announces-improved-compensation-scheme-for-rail-passengers

It will take a few years to filter through to the franchises, and of course GWR^▸ (Great Western Railway) need to adopt 'Delay Repay'  in the first place, but it reinforces the scheme's benefits of being a much fairer compensation system than the current charter system that some franchises, including GWR, still follow.

Wow.......not sure if it was me that mentioned 15 mins but I'm happy to take the blame if it was!!!

What would also be good would be GWR automatically refunding people for tickets purchased through their website - for example in respect of an advance ticket for a particular train which is then cancelled/delayed, rather than customers having to go through the rigmarole of claiming for it.

[JayMac]

Listen out for this forum's very own bobm on BBC^» (British Broadcasting Corporation - home page) Radio Wiltshire tomorrow morning between 0800-0815. Discussing 'Delay Repay 15'.

I'm told he's super-sub for grahame who is unavailable.