Train operating company c2c has today launched a new Delay Repay scheme that gives passengers improved compensation for delays and cancellations.

Under the new Delay Repay 15 (DR15) scheme, every c2c passenger is now entitled to compensation worth 25% of the fare when delayed for as little as 15 minutes.

It will automatically be paid you are using one of c2c’s Smartcards. Passengers don’t even need to fill out any forms to claim this compensation.

Until now, passengers that were delayed for 15 minutes on a c2c service were eligible at a flat rate of 39p if they used a c2c smartcard, but nothing if they used paper tickets.

From today, all passengers will be entitled to compensation worth over £3 if they are travelling from Shoeburyness or Southend, and £2.45 is they are travelling from Basildon.

What did the officials say?

Trenitalia UK Managing Director Ernesto Sicilia said: “We always aim to get our customers to their destination on time, and since TrenitaliaUK entered in the UK market, acquiring c2c last year, our key priorities have been delivering punctuality and bringing innovation. Our entire team has focused on making c2c the most punctual service in the country, but some delays are still inevitable. When this does happen it is fundamental our customers get paid the compensation they deserve, and that we make it as easy as possible for them to get their money back. Customer service is our priority. All of us at Trenitalia c2c are so proud to both provide this improved level of compensation, and that we can offer it as an automatic service too. This demonstrates our commitment to investing in the UK rail market and delivering improvements for our customers.”

Rail Minister Jo Johnson said: “We are investing in the biggest rail modernisation programme since Victorian times to deliver the improvements that passengers want – more space, and faster, more frequent services. It is great news for passengers that as we do that, c2c is extending its compensation scheme, so those experiencing delays of more than 15 minutes can claim money back on their ticket.  It is right that when things go wrong, passengers are compensated fairly, which is why we are working with the rail industry to improve the compensation scheme and ensure everybody knows what they are entitled to.”

• Visit the c2c website
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