Train PictureConnex customers with a weekly*, monthly, six-monthly or yearly Metcard will be eligible for compensation due to the high level of train cancellations in January.
The impact of the record heat wave on our trains and infrastructure compounded by the activities of a faction of the Locomotive Division of the RTBU, meant less than 98 per cent of scheduled services were able to run.
As part of its Service Commitment Code, if more than two per cent of trains do not run, Connex agrees to compensate its customers.
‘Although our Service Commitment Code requires us to compensate only periodical ticket holders, we have extended the compensation offer to weekly ticket users in recognition of the severe impact of cancellations, particularly this week,’ said Jonathan Metcalfe, Connex Executive Chairman.
‘Clearly any compensation mechanism is inadequate and most customers just want us to run a reliable service but nevertheless we trust our loyal customers will accept this offer in the spirit in which it is offered.’
‘As I said yesterday, our focus is on resolving the issues we have with the Locomotive Division of the RTBU so we can get back to delivering a quality service,’ said Mr Metcalfe.
Eligible customers can apply for a daily ticket as compensation by filling out a claim form available at staffed stations or by downloading the compensation claim form.
This offer is separate, and in addition to, the State Government’s provision of free travel across the Melbourne public transport network today.
* this covers weekly tickets valid for use on 30 January 2009
