Delayed Virgin Trains passengers can now receive compensation as money back rather than rail vouchers.
The rail operator is the first in the UK to offer passengers across both its east and west coast routes, which are delayed for more than 30 minutes, compensation by cash (in the form of cheque) as the default option.
Customers can still opt for rail vouchers if they prefer.
Virgin's move has been welcomed by consumer groups with Which? executive director Richard Lloyd saying Virgin has addressed passenger frustrations when it comes to compensation caused by delays.
“Passengers are rightly frustrated by the significant barriers that exist when claiming compensation for train delays and cancellations, so it is good to see Virgin Trains setting the pace by offering cash as the default option for compensation,” said Lloyd.
“We would urge all train operating companies to act quickly to implement this, and further changes, to improve the process for their customers,” he added.
In October, Virgin Trains launched ‘Delay Repay’ - a system that automatically pays the compensation directly onto the card used for purchase. It was originally only available to customers using the West Coast Mainline who purchased advanced tickets direct through Virgin’s website or mobile app.
Virgin’s compensation will apply to:
- up to 50% on a single ticket for delays of between 30 minutes and an hour
- up to 100% on a single ticket for a delay of between one and two hours
- up to 100% refund on the cost of a return ticket for delays of more than two hours
The company expects around 3.5 million passengers to benefit from the scheme.
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