Compensation scheme for non-season ticket holders opens in one week

Eligibility

To be eligible to claim, there are several requirements:

• You travelled during period April/May/June 2018
• You travelled three or more days a week on your chosen route
• You travelled on eligible routes
• You were not a season ticket holder during that period
• You can show evidence of having travelled during that period.

Levels

The new scheme follows the same approach as the existing Season Ticket Compensation Scheme and has two different types of compensation, depending on whether journeys were taken on Level 1 or Level 2 routes:

• Level 1 = minimum of 12 days travelled in the period (above), up to a maximum of 20
• Level 2 = minimum of 3 days travelled in the period (above), up to a maximum of 5

Evidence

Customers will be asked to provide evidence that they travelled three or more days per week during the eligible period of April/May/June 2018. For those customers who made different journeys on different days, a predominant route will need to be chosen, to allow Northern to calculate the appropriate amount compensation due. The evidence must be within a consecutive 28 day period for Level 1 and a consecutive seven day period for Level 2.

When and how

The scheme will go live on Tuesday 9 October 2018 at which point customers will be able to register claims via the Northern website where they can also find further information about the scheme.

The new scheme will remain open for customers to register claims until Tuesday 4 December.

Reminder of existing scheme for Season Ticket Holders

On 12 July, Northern introduced a special compensation scheme for season ticket holders. Customer response to this scheme has been very positive, but there are still some season ticket holders who have not yet applied for their compensation. This existing scheme has been extended until Tuesday 4 December. To apply for the Season Ticket Holder compensation scheme, please click here.

Delay Repay

In addition to these two special schemes for season ticket holders and regular travellers, customers are also reminded about the Delay Repay scheme. Delay Repay provides compensation for customers who are delayed by 30 minutes or longer on their journey. This scheme will be improved by December 2018 to compensate Northern customers who experience delays in excess of 15 minutes. Click here for more details.