Arriva is a leading provider of transport services in Europe, operating a wide range of bus and train services. The company is committed to providing reliable, safe, and efficient transportation services to its customers. However, sometimes things can go wrong, and when they do, Arriva offers a compensation scheme to its customers. In this article, we’ll take a closer look at the Arriva compensation scheme, what it covers, and how to claim.
Types of Compensation Offered by Arriva
Arriva provides compensation to its customers in the following situations:
1. Delay Repay
Arriva offers Delay Repay compensation when its services are delayed or canceled. Customers can claim compensation if their arrival at their destination is delayed by 30 minutes or more. The company offers a full refund of the fare if the journey is delayed by an hour or more.
2. JourneyCare
Journey care is a compensation scheme offered by Arriva specifically for customers with disabilities. If a customer with a disability cannot complete their journey due to the failure of Arriva’s disability assistance service, they are entitled to a full refund of their fare. Additionally, if the customer has to pay for a more expensive form of transport to complete their journey, Arriva will reimburse the additional cost.
3. Refunds
Arriva provides refunds to its customers in situations where they have purchased a ticket in error, they are unable to travel due to illness, or there is a significant change in their personal circumstances.
How to Claim Compensation from Arriva
To claim compensation from Arriva, you will need to follow these steps:
1. Gather Evidence
To make a claim for Delay Repay compensation, you will need to provide evidence of your journey, such as your ticket or confirmation email. You will also need to provide details of the delay, including the date, time, and the service you were traveling on. For JourneyCare claims, you will need to provide evidence of your disability and details of the assistance you have requested and received.
2. Submit a Claim
To make a claim for compensation, you can fill in a form on the Arriva website, or you can contact their Customer Services team. You will need to provide all the required information and evidence to support your claim. If you are missing any information, the customer service team will be able to advise you on what you need to provide.
3. Wait for a Response
Once your claim has been submitted, you will receive a response from Arriva within 20 working days. If your claim is successful, you will receive your compensation via the payment method you used to purchase your ticket.
Tips for Making a Successful Claim
To increase your chances of making a successful claim, you should:
1. Keep hold of your ticket or confirmation email
This is the most important piece of evidence you will need to provide to support your claim.
2. Document the delay
Make a note of the time your service arrived at its destination compared to when it was scheduled to arrive. This will help you provide accurate information when you submit your claim.
3. Provide additional evidence
If you have any additional evidence to support your claim, such as a doctor’s note if you were unable to travel due to illness, make sure you include this when you submit your claim.
4. Be honest
Make sure all the information you provide is accurate and honest. Arriva may investigate claims, and if they find that you have provided false information, your claim may be rejected, and you could be banned from making any future claims.
Conclusion
Arriva is committed to providing reliable, safe, and efficient transportation services to its customers. However, if things do go wrong, the company provides a compensation scheme to its customers. Whether you are delayed, unable to travel due to illness, or have made a mistake in your ticket purchase, Arriva has a compensation scheme in place to make sure its customers are not left out of pocket. If you follow the steps outlined above and provide accurate and honest information, you should have no trouble making a successful claim.