Greater Anglia improves compensation for rail passengers

Published on: Tuesday, 13 November 2018
Last updated: Tuesday, 13 November 2018

Greater Anglia has improved its compensation process after listening to customer feedback.

Greater Anglia customers can now opt to have their compensation paid straight back into their bank account via BACS.

The option is now live on the online form at and is due to be added to paper forms over the next few weeks.

On average about 87 per cent of Greater Anglia trains run on time, but the company’s ‘Delay Repay’ scheme compensates customers on the occasions there are delays of 30 minutes or more.

Earlier this year, Greater Anglia introduced a faster compensation system which remembers the customer’s details, season ticket information and refund preferences.

As a result, around 70,000 season ticket holders are now saving time if they have to make a claim.

Greater Anglia’s Head of Customer Service, Lynsey Flack, said, “We’ve listened to our customers and made changes to ensure that they can get their money back quickly and easily.”

The online claim form is now easier to use with better design and navigation, and all previous and current claims can be accessed in one place.

Refunds are given via cheque, credit / debit card, Paypal, via BACS or as an Amazon voucher.

There is also an option to make a donation to Greater Anglia’s chosen charity, Samaritans, while making a claim.

Greater Anglia is currently in discussions with Department for Transport about reducing the delay threshold to 15 minutes, in response to customer requests.