Rail passengers on Transport for Wales trains who are delayed for 15 minutes can now claim compensation for their journey.
The move follows the successful introduction of the Delay Repay system in late 2018 and will mean passengers will be compensated if they reach their final destination 15 minutes later than expected – regardless of the reason.
Customers can claim 25% of the cost of the single fare or 25% of the cost of the relevant leg of a return ticket for delays of between 15 and 29 minutes.
The online Delay Repay system offers a wider choice of repayment options, including bank transfer, Paypal and charity donation to the Railway Children, a charity fighting for street children.
Barry Lloyd, head of customer experience for Transport for Wales, described the change as “a huge benefit” for customers.
He said: “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. 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.”