National Express East Coast will honour the existing discount arrangements for existing GNER season ticket holders (tickets purchased before 9 December 2007) up to the first renewal with National Express East Coast (if discounts are payable). In other words, GNER season ticket holders will not be entitled to receive Delay Repay compensation until after their first renewal with National Express East Coast but will receive a discount (if payable) when they renew with us on the first occasion.
Passenger's who are buying season tickets for the first time (i.e. not renewing a season ticket) should be advised to claim for each journey under the Delay Repay scheme from 9 December 2007.
For customers with tickets purchased from GNER (i.e. before 9 December 2007) the following arrangements apply:
National Express East Coast aims to give you a high level of performance. Should we fall below ‘trigger’ levels that are set just below our targets, National Express East Coast will give you a discount on your next season ticket.
You will receive a 5% discount when you renew your season ticket if our Moving Annual Average (MAA) for punctuality is below 88% or if our MAA for reliability is below 98%.
We’ll give you a 10% discount on renewal if both our punctuality MAA is below 88% and our reliability MAA is below 98%.
You can check out how we’ve been performing on our online performance board.
The discount we’ll give you is based on the MAA that applied when your previous ticket expired and will be applied to your new ticket price. You can claim only if you renew your ticket within 28 days of your previous ticket running out. The ticket office where you apply for your renewal will give the discount.
Your renewal must be for the same journey, class of travel, and for the same or a shorter time period. We may waive some of these conditions if you only travel at specific times of year, like during school terms, for example.
The compensation scheme applies to all season tickets purchased before 9 December 2007 valid for at least one month, including those with a London Underground add-on. It also covers Travelcards bought from the ticket office at a National Express East Coast-managed station. If you bought your Travelcard from London Underground Limited, you must apply to them for compensation under their own scheme.
Extensions for void days
If you have a season ticket valid for one month or more and void days occur during its validity, we will extend your new season ticket by the same number of days. We may offer you alternative compensation at our discretion.
You will only receive the extension if your renewal ticket is for the same journey and travel class as your previous ticket. If it is not, we’ll give you a refund in place of an extension.
You can download the full National Express East Coast Passenger’s Charter here.