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Season ticket compensation scheme

Additional industry compensation 

We understand that many customers have been affected by disruption to our services and we are very sorry for that.

In agreement with the Department for Transport we will be offering additional compensation through an industry compensation scheme for those Thameslink and Great Northern passengers most severely affected by disruption following May’s timetable change.

Additional industry compensation will be paid to qualifying season ticket holders according to the level of disruption experienced on Thameslink and Great Northern services

We continue to encourage all customers to claim compensation via our Delay Repay scheme whenever they experience a delay of 15 minutes or more and Enhanced Compensation where appropriate. To find out more please visit our Delay Repay page.

Who will be eligible?

Customers who travelled on those parts of the route where Thameslink or Great Northern operate a significant proportion of the train service. You need to hold between 1 and 4 weeks’ worth of season tickets and they should be valid between 20th May and 28th July on qualifying routes.

Season tickets that will be eligible include

  • Weekly season Tickets
  • Monthly Season Tickets
  • Period Season Tickets
  • Annual Season Tickets
  • Oyster Season Travelcard
  • Paper Season Travelcard
  • Contactless (CPay) Weekly Capping
  • The Key Smartcard Season Tickets

The table below shows a list of qualifying stations. To qualify, either the origin or destination station of your season ticket must be listed in the table below and your journey must have been substantively on a Thameslink or Great Northern service.

Level 1

Thameslink NORTH - Level 1
Bedford Leagrave
Cricklewood Luton
Elstree & Borehamwood Luton Airport Parkway
Flitwick Mill Hill Broadway
Harlington Radlett
Harpenden St Albans City
Hendon

 

Thameslink SOUTH - Level 1
Balcombe Merstham
Bat & Ball Morden South
Beckenham Hill Northfleet
Bellingham Preston Park
Bickley Ravensbourne
Brighton Redhill
Burgess Hill Riddlesdown
Catford Salfords
Coulsdon South Sanderstead
Crofton Park Shoreham (Kent)
Dormans Shortlands
Earlswood South Merton
East Grinstead St Helier
Eynsford Streatham
Faygate Sutton Common
Gatwick Airport Swanscombe
Hassocks Three Bridges
Haydons Road Tooting
Haywards Heath Upper Warlingham
Higham West Sutton
Horley Wimbledon Chase
Ifield Wivelsfield
Lingfield Woldingham
Littlehaven

 

Great Northern - Level 1
Alexandra Palace Huntingdon
Arlesey King's Lynn
Ashwell & Morden Knebworth
Baldock Letchworth
Bayford Littleport
Biggleswade Meldreth
Bowes Park New Barnet
Brookmans Park New Southgate
Cambridge (Greater Anglia Only tickets are excluded) Oakleigh Park
Cambridge North (Greater Anglia Only Tickets Are Excluded) Palmers Green
Crews Hill Peterborough (Any Permitted tickets to London are excluded)
Cuffley Potters Bar
Downham Market Royston Herts
Ely (Greater Anglia Only tickets are excluded) Sandy
Enfield Chase Shepreth
Foxton St Neots
Gordon Hill Stevenage
Grange Park Waterbeach
Hadley Wood Watlington
Harringay Watton-At-Stone
Hatfield Welham Green
Hertford North Welwyn Garden City
Hitchin Welwyn North
Hornsey Winchmore Hill

 

Level 2

Thameslink SOUTH - Level 2
Angmering Norwood Junction
Bromley South Otford
Carshalton Oxted
Crawley Portslade
Durrington-On-Sea Purley
East Croydon Rainham Kent (Route Plus High Speed is not eligible)
Goring-By-Sea Shoreham-By-Sea (West Sussex)
Gravesend Central (Route Plus High Speed is not eligible) South Croydon
Greenhithe St Mary Cray
Hackbridge Stone Crossing
Horsham Strood (Route Plus High Speed is not eligible)
Hove Sutton (Surrey)
Hurst Green Swanley
Lancing Tulse Hill
Littlehampton West Worthing
Maze Hill Westcombe Park
Mitcham Eastfields Worthing
Mitcham Junction

What if I have a station in Level 1 and Level 2?

If you travel on a Thameslink or Great Northern service between a Level 1 and a Level 2 station you will qualify for the Level 1 additional compensation amount.

What am I entitled to?

There will be two levels of compensation offered, depending on the severity of the disruption experienced.

Level 1
Customers travelling from or to a Level 1 station on a Thameslink or Great Northern service will be eligible for up to 1 month’s additional compensation.

Level 2
Customers travelling from or to a Level 2 station on a Thameslink or Great Northern service will be eligible for 1 week’s additional compensation

Please note that to be eligible, the journey must have been substantively on a Thameslink or Great Northern service. If you only use one of these stations as an interchange you will not qualify.

You will be able to claim your compensation via the following options: Electronic bank transfer (BACS), Credit or debit card (exc AMEX or Mastercard), or if you have an online account with us an E-voucher

How much additional compensation will I receive?

Level 1

Qualifying customers will be offered the following, equating up to 4 weeks’ worth of travel which will be calculated as follows:

Ticket type Compensation amount
Annual season 1/12 of the value of the annual ticket
Monthly season The value of 1 monthly
Weekly season The cost of 4 weeklies
Period season ticket Calculated using the monthly season ticket rate
Season ticket(s) to/from various destination/origin during the qualifying period Evaluated on a case by case basis

Level 1 additional information

If you only hold 1 – 3 weeks’ worth of season tickets you will still be eligible. You will only be entitled to the period of season tickets you are able to evidence. i.e. if you hold 3 x weekly tickets you will only qualify for 3 weeks additional compensation. Only full weeks of validity between the qualifying dates will be considered.

Level 2

Qualifying customers will be offered the following, equating to 1 weeks’ worth of travel which will be calculated as follows:

Ticket type Compensation amount
Annual season 1/12 of the value of the annual ticket then divide by 4
Monthly season The value of 1 monthly divided by 4
Weekly season The cost of 1 weekly
Period season ticket Calculated using the monthly season ticket rate then divide by 4
Season ticket(s) to/from various destination/origin during the qualifying period Evaluated on a case by case basis

Why doesn’t my station qualify?

The industry compensation scheme is designed to provide additional compensation to those season ticket holders most severely impacted by the May timetable changes. The qualifying stations have been selected because Thameslink or Great Northern services made up all or a considerable number of the trains operating from those locations.

Although your station may have Great Northern or Thameslink services running, alternatives have been available and/or you have had other less affected train services operating and ticket acceptance, for instance with TfL services.

We understand that you may have experienced delays and we encourage you to claim Delay Repay compensation for any delays of 15 minutes or more.

Are daily tickets holders included?

Season ticket holders, who purchased a ticket for a specific validity, have experienced lengthy periods of disruption. For those less regular or sporadic travellers buying daily tickets, they have a choice to obtain a refund if the service on that day does not meet their needs, unlike season ticket holders. In addition, Delay Repay compensation is payable against the full cost of the daily ticket price.

Day tickets include: Anytime, Off-Peak, Oyster Pay as You Go, Contactless, Carnet and KeyGo

When will the scheme open?

We will be running the scheme in two phases.

Once the qualifying period ends (28 July) we will review the season ticket data we have available. From the end of August we aim to contact customers who we have been able to identify as eligible from our season ticket database and online sales records.

Initially you won’t need to do anything until you are prompted, by the receipt of an email, or a letter, advising that you are entitled to additional compensation. We will tell you the value of the additional compensation you are entitled to and next steps to claim.

When the automated process is complete, those who have not been contacted but believe they are due to receive additional compensation will be able to apply. Applications will be made via a dedicated online additional compensation webform where you will be requested to provide evidence of the season ticket(s) held between 20 May 2018 and 28 July 2018.

What evidence will I need to apply?

You will need to provide evidence if applying via the webform. We therefore suggest you keep hold of any supporting documents you might need.

Examples of evidence you’ll be asked to provide are:

  • Ticket type e.g. standard class paper season ticket, Oyster travelcard, key smartcard
  • Duration of the ticket(s) and start date
  • Origin and destination stations
  • Where the ticket was purchased
  • The value of the ticket(s)
  • Scan/photo of ticket(s)
  • Receipts/bank statement
  • Oyster Season Travelcard receipt/statement*
  • Contactless (CPAY) journey print out showing weekly cap reached*

*We advise you to register your Oyster or Contactless payment card with TfL if you haven’t done so already. Visit https://tfl.gov.uk/fares-and-payments/