This is an HTML version of an attachment to the Freedom of Information request 'Late trains - GWR'.


Mr Paul Roberts  
Senior Correspondence Manager 
Department for Transport 
Great Minster House 
33 Horseferry Road 
 
London 
 
SW1P 4DR 
 
 
Web Site: www.gov.uk/dft 
 
Mr M Ponsonby-Talbot 
Our Ref: F0017027 
[By email: xxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxx.xxx] 
  
 
22 February 2019 
 
 
 
 
 
 
Dear Mr Ponsonby-Talbot,  
 
Freedom of Information Act Request – F0017027 
 
Thank you for your Freedom of Information (FOI) request of 30 January 2019. You asked for 
the following information: 
 
GWR have some shockingly lenient definitions of what constitutes "on time". Please 
provide the details of meetings and agreements where their punctuality KPIs were 
agreed.  
 
In a recent FOI (F0016180) you stated that "Great Western Railway (GWR) do not 
currently operate a Delay Repay scheme. The DfT have asked a number of train 
operating companies for proposals, including GWR, to implement Delay Repay 15.  
This will be introduced if the proposals are affordable and represent value for 
money for taxpayers." 
 
I would also like you to provide the minutes of the meeting where it was agreed that 
they would not have to compensate passengers in this way, and why.  
 
I am writing to confirm that your request has been considered under the FOI Act 2000 and 
that the Department for Transport (DfT) has completed its search for the information.  
Replies to each of your requests are provided below. 
 
GWR have some shockingly lenient definitions of what constitutes "on time". Please 
provide the details of meetings and agreements where their punctuality KPIs were 
agreed.  
 
Please note that the DfT does not hold the information that you have requested.  There are 
no details of meetings to give. The thresholds for compensation contained in the GWR 
Passenger's Charter reflect the Passenger's Charters of the three Train Operating 
Companies out of which the Great Western franchise was created at the start of the 
combined Great Western rail franchise on 1 April 2006 (First Great Western, First Great 
Western Link [originally Thames Trains] and Wessex Trains [created when the South 
Wales & West franchise was split into two separate franchises]).  
 

Those Passenger's Charters in turn reflected the historical British Rail Passenger's Charter 
inherited by each of those constituent companies at privatisation in the second half of the 
1990s, with some improvements bid as part of later franchise competitions. The franchise 
agreement obligations on compensation are to comply with the Passenger's Charter in 
place at the beginning of the franchise. That obligation prevents train operators from 
changing compensation arrangements for the worse, while allowing improvements and 
changes to reflect wider changes (for example the creation of the Rail Ombudsman) to be 
incorporated by agreement.  
 
The GWR franchise agreement is available on the Department's web site 
(https://www.gov.uk/government/collections/public-register-of-rail-passenger-franchise-
agreements)
. The GWR Passenger's Charter, which still refers to the former Train 
Operating Companies, is available on the GWR web site (https://www.gwr.com/about-
us/our-business/passengers-charter).
 
 
In a recent FOI (F0016180) you stated that "Great Western Railway (GWR) do not 
currently operate a Delay Repay scheme. The DfT have asked a number of train 
operating companies for proposals, including GWR, to implement Delay Repay 15.  
This will be introduced if the proposals are affordable and represent value for 
money for taxpayers." 
 
I would also like you to provide the minutes of the meeting where it was agreed that 
they would not have to compensate passengers in this way, and why. 
 
Please note that the DfT does not hold the information that you have requested.  As stated 
in FOI case reply F0016180, there has been no agreement not to compensate passengers 
under the Delay-Repay 15 arrangements. The contrary is true. The Department has asked 
GWR for proposals to implement Delay-Repay 15 and is negotiating with GWR to that end. 
When agreement is reached – subject to affordability and value for money - on the 
implementation of Delay-Repay 15, the Department expects to give approval to the new 
compensation arrangements in the GWR Passenger's Charter. 
 
If you are unhappy with the way the DfT has handled your request or with the decisions 
made in relation to your request you may complain within two calendar months of the date 
of this letter by writing to the DfT’s FOI Advice Team at: 
 
Zone D/04 
Ashdown House 
Sedlescombe Road North 
Hastings 
East Sussex TN37 7GA 
E-mail: xxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx     
 
Please send or copy any follow-up correspondence relating to this request to the FOI 
Advice Team to help ensure that it receives prompt attention. Please also remember to 
quote the reference number above in any future communications. 
 
Please see attached details of DfT’s complaints procedure and your right to complain to 
the Information Commissioner. 
 
Yours sincerely 
 
Paul Roberts 
Correspondence Manager – Passenger Services 


 
 
Your right to complain to DfT and the Information Commissioner 
 
You have the right to complain within two calendar months of the date of this letter about the 
way in which your request for information was handled and/or about the decision not to 
disclose all or part of the information requested. In addition a complaint can be made that 
DfT has not complied with its FOI publication scheme. 
 
Your complaint will be acknowledged and you will be advised of a target date by which to 
expect a response. Initially your complaint will be re-considered by the official who dealt with 
your request for information. If, after careful consideration, that official decides that his/her 
decision was correct, your complaint will automatically be referred to a senior independent 
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complaint and if a decision is taken to disclose information originally withheld this will be 
done as soon as possible.  
 
If you are not content with the outcome of the internal review, you have the right to apply 
directly to the Information Commissioner for a decision. The Information Commissioner can 
be contacted at: 
  
Information Commissioner’s Office  
Wycliffe House  
Water Lane 
Wilmslow 
Cheshire 
SK9 5AF