Passengers on one in five Govia Thameslink Railway (GTR) and Northern trains have endured delay of 10 minutes or more since the shambolic timetable changes.
GTR operates the Thameslink and Great Northern services in south-east England which have suffered major disruption since the change on 20 May.
On one day, almost 1,000 trains were either cancelled or late and, according Northern’s own performance measures, just 56.5% of trains have arrived at their destination on time since the timetable changes were introduced.
According to Which? analysis of punctuality targets, since the change 11.9% of GTR trains have been on average 10 to 30 minutes late. And a further 9.5% were either cancelled or delayed by 30 minutes or more. GTR passengers held up for 15 minutes or more are entitled to claim compensation for the wait.
Meanwhile, an average of 5.9% Northern trains – the other train company which has been plagued with problems since the timetable chaos – were late enough for their passengers to claim compensation. But in total, an average of 22.8% of Northern trains have been at least 10 minutes late since 20 May.
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Vent your train pain
We believe we deserve trains which run for their passengers, not just the rail industry.
And make sure you get the refund you’re owed for the disruption.
If you’re delayed by 15 minutes or more – depending on the train company you’ve traveled with – you could be owed compensation.
Massive disruption is ruining lives
In June, we asked passengers how this massive disruption affected their lives and almost half of those we surveyed told us the chaos had an adverse affect on their finances.
But 72% said they hadn’t been told by rail staff on the platform or train that they might be entitled to compensation. In the survey, conducted this week, three in five respondents affected by the timetable changes said they have had a negative impact on both their work and family life.
And, nearly four in 10 said it had negatively affected their health.
Anthony, a regular Northern commuter told Which?: ‘Before the timetable changes my morning train was 7.29, but it has now become 6.55 or 7.55.
‘However, the 7.55 isn’t reliable enough to get me into work in Manchester on time for 9. My 17.20 train has now become either 16.40 or 17.40. Factoring in a 17.00 finish and a 50 minute commute, the 17.40 is far too late and deprives me of the chance to see my four-month-old daughter prior to her bedtime.
‘While Northern’s Delay Repay scheme may reimburse the occasional peanut here and there, there are various immeasurable costs which they are forcing upon people due to this shambolic franchise’.
We are extremely sorry
On Tuesday, Nothern, GTR and Network Rail issued a joint statement saying they are ‘extremely sorry’ for the disruption and urged passengers to claim Delay Repay compensation.
It blamed the disruption on the sheer number of changes required and the late running of some engineering improvements.
The companies said: ‘The differences between the timetables submitted and those approved created a requirement for training that had not been anticipated.
‘This meant that the necessary specialist training was not able to be completed in time for drivers to learn new routes and for operators to address all the logistical challenges.’
They said they’re urgently working on comprehensive plans to reduce disruption.
‘Unfortunately, it will take some time to deliver significant improvements to services, but we will keep passengers up to date on all changes we make.’
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