Dear,
Thank you for your correspondence in respect to the Northern service on 20
April 2018 with our reference.
I am sorry to learn that your journey between Harrogate and Castleford was
disrupted, and that you were caused a delay as a result. Please be assured
that we are committed to operating a punctual train service on all of our
routes, continually reviewing and monitoring the cause of all delays to our
trains, to ensure that appropriate measures are put in place to reduce their
recurrence wherever this is possible.
Our Delay Repay policy entitles customers to compensation if their journey
with us is delayed in excess of 30 minutes. Because the circumstances of the
disruption on this occasion were within the 30 minute time line, we are
unable to provide compensation as per our delay repay policy.
Your planned route (scheduled times):
Departing 2146 from Harrogate to Leeds arriving 2223.
Departing 2237 from Leeds to Castleford arriving 2254.
Route we think you took (actual times):
Departed 2203 from Harrogate to Leeds arrived 2237.
Departed 2237 from Leeds to Castleford arrived 2254.
Delay repay does not in any way limit or exclude your other legal rights to
compensation as a consumer where we are at fault, under the Consumer Rights
Act 2015 or otherwise.
In conclusion, thank you once again for contacting us and I am sorry that
your journey was disrupted on this occasion. If I can be of any further
assistance please do not hesitate to get back in touch at
[email protected]
Kind regards,
Northern