Train operator TransPennine Express (TPE), which introduced a fleet of three classes of new trains last year, has now admitted that issues connected with the launch had affected its service to passengers.
In compensation, the company has introduced a scheme that cancels out the annual regulated fare increase for season ticket holders. Passengers who held a season ticket between 1 October and 31 December 2019 will be now be eligible for a three per cent rebate, more than this year’s 2.8 per cent average increase on regulated fares.
Announcing the move, TPE managing director Leo Goodwin said: “We know that our performance was not up to scratch at the end of last year and for this we really do apologise. We have experienced a number of issues following the introduction of our new trains, resulting in disruption to a number of our customers journeys with us.
“I would like to thank our customers for continuing to travel with us and it is only right that we compensate them for the recent disruption.
“In order to improve performance, we have extended an amended timetable on our services between Liverpool Lime Street and Edinburgh for the rest of January. This will allow our services to recover and will provide some consistency for customers following the recent temporary disruption while we roll out our new fleet of trains.”
The new rebate can be claimed in addition to ‘delay repay’, which entitles all season and non-season ticket holders to receive a refund for journeys delayed by 30 minutes or more.
Further details of the scheme, which will be open for applications from Monday 13 January until Saturday 29 February 2020, can be found on TPE’s website.