Season ticket compensation
East Midlands Trains season ticket holders, with monthly or longer season tickets (purchased prior to 1 April 2009) may be entitled to compensation if our punctuality and reliability standards fall below our target levels. Details of compensation available for season tickets purchased after this date is available in our Passenger's Charter.
How this works
We are set performance targets for punctuality i.e. delays to services and reliability i.e. the number of cancelled services. These are used to set a trigger level for discounting season tickets, purchased after 1 April 2009 (that last a month or more) when they're renewed. So, when you renew your ticket, if our average punctuality or reliability has fallen below the trigger for the last 12 months, you'll automatically qualify for a discount. If both punctuality and reliability falls below the trigger points you’ll receive a further discount.
We give a discount of 10% to East Midlands London route season ticket holders i.e. our longer distance Sheffield to London St Pancras International services, if either punctuality or reliability triggers are not reached and 20% if both fall below these thresholds.
We will give a discount of 5% to East Midlands Local route season ticket holders e.g. Nottingham to Skegness if either trigger is not reached, or 10% if both punctuality and reliability fall below the trigger levels.
N.B. Our local service includes the Liverpool to Norwich route.
If there are particular days that fall far below these levels, a train company may choose to award these as "void" days instead. This means that you will either receive a cash refund for that day's travel or you can opt to extend your season ticket by a day when it's being renewed.
Our current void days
- No void days were declared for 2009.
- So far in 2010, no void days have been declared.
Our current performance
In the four week period up to Saturday 06 February 2010 96.4% of our London services and 96.9% of our local services arrived within 10 minutes of their scheduled arrival time. Overall, this gave a punctuality figure of 96.7% for East Midlands Trains services. Over the same period 100.0% of all London and 99.5% of local services timetabled services ran. This gives an overall reliability figure of 99.7 for East Midlands Trains services.
Over the last 12 months the averages for London services are 95.5% for punctuality and 99.4% for reliability. Local services over the same 12 month period operated to an average of 97.0% for punctuality and 99.4% for reliability. This gives an overall East Midlands Trains averages of 96.4% punctuality and 99.4% reliability respectively.
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