Bosses at Southeastern trains have been criticised after failing to tell passengers affected by severe delays on Wednesday morning how to claim compensation.
Signal failures near New Cross saw some trains bypassing St Johns and New Cross stations and services to London Bridge delayed by up to 20 minutes.
The company used social media to apologise for disruption and followed this up with posters expressing regret at the disruption but failed to mention that passengers were entitled to apply for compensation.
That omission has been criticised by Val Shawcross, Labour’s transport spokesperson on the London Assembly, who said: “It’s typical of the train operators not to put passengers’ needs first. Whilst an apology is nice, what passengers deserve is hassle-free compensation, not signs which seem to purposely omit details on how to claim.
“It’s totally wrong that Southeastern trains are acknowledging the severe delays to services but not giving passengers the information they need to claim the compensation they’re entitled to.”
A Southeastern spokesman said: ““If a passenger’s journey is delayed for 30 minutes or more, we always recommend they should make a claim via our website. We already advertise the Delay Repay scheme on posters at stations across our network, through social media, such as Twitter, and on our website.
“During severe travel disruption, we also advertise on the homepage of our website. Recently, Delay Repay was changed nationally across the industry so that customers can receive money instead of vouchers if they wish. Details are on our website.”
