I read the following in a publication (linked to below) from PassengerFocus …
Merseyrail on top
Merseyrail deserves congratulations for being one of the top National Passenger Survey performers across Britain with 90% of its passengers satisfied overall with their train services and 88% satisfied with punctuality and reliability.
Merseyrail is so confident that its trains will arrive on time that the amount of compensation given to passengers has been increased. Its Passenger Charter states that passengers should expect to receive a 20% refund of the cost of their ticket if their train is delayed by an hour or more.
Merseyrail has now increased the amount of refund to 100% of the cost of the fare if the train is delayed by more than 30 minutes with immediate effect.
Merseyrail will, however, need to try to improve the way it deals with delays, as less than a quarter of passengers are satisfied with this important aspect of their journey. Only a third of passengers are satisfied with the availability of staff on Merseyrail trains and only 57% are satisfied with car-parking facilities. (source)
I note in particular the comments about the amounts of refund offered for delayed services. I’ve just downloaded the current Merseyrail Passenger Charter, and there’s no mention of this, and I’ve seen nothing announcing this on any Merseyrail station.
Has anybody heard anything about this supposed change in policy?
You can download their Spring 2009 newsletter from here
