Published on: Monday, 1 June 2015
Last updated: Wednesday, 5 October 2016
Abellio Greater Anglia’s new Delay Repayscheme is bringing benefits to season ticket holders with improved responsetimes to requests for compensation.
Previously the average response time forcompensation requests was 13 days, but the new system – which allows seasonticket holders to claim compensation via the website at www.abelliogreateranglia.co.uk/delayrepayand removes the inconvenience of using paper forms - has brought the responsetime to an average of just 3 days.
The reason for the success of the newsystem is that the move to a web-based system allows Abellio Greater Anglia’sCustomer Relations Team to process more claims in a shorter period of time.
To use the scheme, customers follow thesesimple steps:
- Following the link from the Abellio GreaterAnglia home page, complete the online form
- Upload an image of their season ticket
- Once completed, submit the form and anautomatic email will confirm receipt
- Once processed, correspondence and railtravel vouchers will be issued through the post as normal
- No need to keep paper copies
- No need to post
Paper compensation forms will still beavailable to passengers at staffed stations, if they prefer to use them.
Abellio Greater Anglia’s Customer RelationsManager, Lynsey Flack, said, “This new way to claim compensation removes theinconvenience for commuters of having to collect, fill in and return paperforms. We recognise that it is frustrating for our passengers when things gowrong, so anything that we can do to simplify and speed up our compensationarrangements is a step in the right direction towards providing improvedcustomer service.”
Over 70,000 Abellio Greater Angliapassengers hold annual and monthly season tickets.