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Compensation details from WAGN

West Anglia Great Northern (WAGN) has announced the details of its scheme to compensate commuters following the disruption caused by the Hatfield derailment and the subsequent rail replacement programme. You can now download a compensation form from WAGN's website. The following is the text of a news release sent out by the company

WAGN News release


WAGN Railway has announced a 5 million package for customers to compensate for disrupted journeys following the Hatfield derailment.

The deal, to be funded jointly by Railtrack, train operators and the Strategic Rail Authority, also compensates for the severe weather conditions which led to flooding on many lines.

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WAGN Railway operates two routes - services to and from London Liverpool Street (West Anglia) and services to and from London Kings Cross and Moorgate (Great Northern).

Customers who use the Great Northern route have been most affected because this is where the Hatfield derailment occurred, resulting in the closure of the line for more than three weeks.

Customers with monthly or annual season tickets will receive a full refund equivalent to 19 days travel.

Our West Anglia customers have also experienced severe disruption due to speed restrictions and weather conditions. These monthly and season ticket holders will receive a full refund equivalent to 15 days travel.

In addition to these arrangements, first class season ticket holders will also receive a refund equivalent to the difference between first class and standard rate for this period because it was not a normal first class service.

Compensation forms will be available at stations from Monday. Although WAGN will endeavour to get compensation to its customers as quickly as possible, we would ask passengers to bear with us as the sheer volume of applications may take a little time to process.

These compensation packages apply for the period from October 17 - the date of the Hatfield incident - up to and including November 10.

Compensation arrangements for service disruption after November 10 are still being discussed but are likely to be along the lines of existing Passenger Charter requirements.

Details of compensation for customers with weekly tickets who travelled between these dates is still be finalised and are expected to be announced shortly.

Passengers who bought daily tickets will be eligible for a refund under the current Passenger's Charter agreement (20 percent refund) on the production of their ticket.

WAGN's Managing Director Dominic Booth, said: 'I am glad we have been able to reach an agreement on compensation for the benefit of our customers, who have experienced severe disruption since the Hatfield incident.

'I know it will not make up for the inconvenience they have endured over the past weeks, but I do hope it will go some way towards alleviating the difficulties experienced during these extraordinary circumstances.'

Note: Under the current Passenger Charter agreement, passengers are entitled to 20 percent refund on a day's travel if they are delayed by more than an hour, 40 percent if they are delayed by more than two hours.

End of WAGN news release

The two websites to keep checking for rail news are WAGN's and Railtrack's sites.

If you want to discuss the state of the railways or your journey to work please use the 'Have Your Say' section.

November 28, 2000

Related news items
Commuter misery in verse- November 23, 2000
Services back to normal by March- November 23, 2000
Stranded at Potters Bar- November 22, 2000
Questions for Railtrack and WAGN- November 20, 2000
New emergency timetable delayed - November 18, 2000
Emergency timetable due soon - November 13, 2000
Trains services resume ahead of schedule - November 9, 2000
Text of letter from WAGN Railways - November 8, 2000
Emergency rail service until February 2000 - November 8, 2000
Emergency rail service to continue - November 8, 2000
Rail disruption until middle of month - November 2, 2000
Commuters suffer more misery - October 31, 2000
No trains for the rest of the month - October 24, 2000
Broken rail caused derailment - Railtrack - October 19, 2000
Station fencing plan challenged - April 3, 2000
Station: security concerns raised - February 19, 2000
Toughened glass for station shelters - February 12, 2000
Station renovations continue - Jan 29, 2000
Patrols to target rail vandals - Dec 2, 1999
New station shelter vandalised - Dec 1, 1999
New shelter for station - Nov 29, 1999
Station shelter - work underway - Nov 11, 1999
New waiting room to be built next week - Nov 11, 1999
Station facelift brought forward - Nov 4, 1999
Vandals target station waiting room - Nov 2, 1999
Local residents to meet Railtrack - Oct 15, 1999
Vandalism to track damages train - Sept 9
Railtrack invite feedback on station  -  Sept 5
Railtrack to tackle vandalism  -  August 23, 1999
New plans to beat vandals -  July 13, 1999
Crackdown on station vandalism -  July 9, 1999
Station face-lift hits buffers -  March 19, 1999
WAGN failures -  August 20, 1998
WAGN anger - July 12, 1998

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