TRAVELLERS on trains on the Wales and Borders network in Gwent and throughout south Wales are now able to claim refunds for delays of just 15 minutes.
Transport for Wales, which took over control of the network in October last year, has announced customers are now be able to claim 25 per cent of the cost of a single fare or the cost of a the relevant leg of a return ticket when they are delayed for between 15 and 29 minutes - regardless of the reason.
The company's head of customer experience Barry Lloyd said the new system would be "a huge benefit" for customers.
"A 15 minute delay is a big deal to our customers so this will be a huge benefit to them and shows our recognition of that," he said.
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"We've already moved to the Delay Repay system which makes claiming easier for customers and extending that to 15 minutes puts customers rightly at the forefront of our thinking.
"By offering customers compensation for delays of 15 minutes, we are setting ourselves a challenging goal in terms of our performance as we aim to be the best train operator in Britain."
The refunds are paid through Delay Repay, through which money can be paid through bank transfers or Paypal. Customers can also opt for their refund to be paid to Railway Children, a charity supporting children living on the street. The system also allows customers to track their claim.
Chief executive James Price said: “The introduction of this compensation scheme further highlights how we are putting the customer first in our plans to transform transport in Wales. We want to deliver a world class train service that works for the passenger and this is just one step we are taking to help ensure this.
“We are really pleased to be delivering one of the key commitments as set out in our announcements at the launch of our 15 year programme to create a transport network that people can be proud of.”
Tickets must be retained for refunds to be processed.
For more information or to make a claim visit https://tfwrail.wales/delay-repay-compensation
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