Compensation

Customers with season tickets

Compensation is offered through discounts at the time of season ticket renewal. The compensation trigger levels for these discounts are based on performance over the previous 12 months.

Discounts are given if:

• punctuality is 3% below the standard, i.e. 87.5% over the previous 12 months

• reliability is 1% below the standard, i.e. 98% over the previous 12 months.

If the average performance during the year to the end of the most recent four-week monitoring period (before the expiry date of your ticket) is below the compensation trigger level for punctuality or reliability, a discount will be offered when your season ticket is renewed. Details of how the discount is calculated are given below.

There is no need to make a formal claim as the price of your ticket will be automatically adjusted. To qualify for a discount, you must renew your ticket within four weeks of the expiry of the old one, and it must be for the same journey and be for the same or a shorter period. We do not pay compensation to these season ticket holders in respect of specific delays.

If you purchase a Travelcard season ticket from a non-c2c outlet we will consider compensation claims providing you can reasonably demonstrate that you use c2c for all or part of your journey.

Customers with a season ticket valid for one month or longer, but less than one year

You will receive a discount of 5% in respect of each category of annual performance that falls below the compensation trigger level at the time of season ticket renewal. There is a maximum 10% discount if both punctuality and reliability annual performance are below the compensation trigger levels at the time of season ticket renewal.

Customers with annual season tickets

A discount will be awarded against the renewal price of your next annual ticket, up to a maximum of 7%, if during the 12 months before your ticket expires the average punctuality result was below the compensation trigger level. The discount rates that will be applied are:

• a 2% discount for each of the first three 4-week monitoring periods (during the 12 months before ticket expiry) during which the average punctuality result was below the compensation trigger level; and

• a 1% discount thereafter for any subsequent four-week monitoring period (during the 12 months before ticket expiry) during which the average punctuality result was below the compensation trigger level.

A maximum of up to 7% discount will be awarded if, during the 12 months before ticket expiry, the average reliability result was below the compensation trigger. The discount rates that will be applied are:

• a 1% discount for each four-week monitoring period (during the 12 months before ticket expiry) during which the average reliability result was below the compensation trigger level.

If both punctuality and reliability annual performance fall below the compensation trigger levels, a combined discount of up to 14% will be allowed against the renewal price. This comprises up to 7% in respect of punctuality and up to 7% in respect of reliability.