TransPennine Express announces compensation scheme for customers caught in train chaos

TransPennine Express has announced a compensation scheme for those caught up in December's disruption

Dozens of trains were cancelled from December 19 until January 5 as the trainline struggled to introduce a new fleet of trains.

Problems with the new fleet and a shortage of trained drivers caused as many as 27 cancellations every day.

Now, TPE customers who held a season ticket between October 1 and December 31 can get a 3% rebate.

This covers the 2.8% average increase in fares, which came into effect on January 2.

But the timetable problems have not ended, with TPE announcing an amended timetable will be in place until the end of January as it rolls out the new fleet of trains.

TPE’s 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.”

Independent watchdog Transport Focus has welcomed the extra compensation for season ticket holders, but urges TPE to extend the refunds to those who may not have season tickets, like part-time workers.

David Sidebottom, director at Transport Focus, said: "After months of disruption passengers just want a service they can rely on.

"This extra compensation for season ticket holders is welcome, but TransPennnine Express must focus on delivering the transformation of rail services that were first promised to passengers nearly four years ago.

“Unreliable timetables also affect the increasing number of people who travel regularly but do not buy season tickets such as part-time workers.

"We want to see Delay Repay 15 compensation introduced for all passengers as soon as possible."

How can I claim compensation for the cancellations?

The compensation scheme will go live on Monday, January 13 until Saturday, February 29.

For more information on how to claim, visit the TPE website.