FCC Compensation Guide

First Capital Connect have a Delay Repay Scheme which entitles customers to compensation if delayed by more than 30 minutes.

In theory it should be fairly straight forward to claim, however as many will have experienced this is not always the case. Follow our guide below to make life a little easier.

Important - You must make your claim within 28 days of the delay.

*For information on the extended compensation for those affected between Nov ‘09 – Jan ‘10 click here.

Determine how much you are entitled to claim
If your journey with FCC delayed by 30-59 minutes, they will pay compensation to the value of at least 50% of the cost of a single ticket or 50% of the cost of either portion of a return ticket. By ‘portion’ it means either the outward or return part of a return ticket. If your journey with FCC is delayed by 60 minutes or more they will pay compensation to the value of a least 100% of the cost of a single ticket or 100% of the cost of either portion of a return ticket for the journey leg affected.

How to claim
There are a number of ways to make a claim;

1. Claim online here. You need to register on the website and have your ticket details to hand.
2. Email FCC customer.relations.fcc@firstgroup.com
3. Write to: – Customer Relations
   Freepost RRBR-REEJ-KTKY
   First Capital Connect Customer Relations Department
   Plymouth
   PL4 6WP

Frequently Asked Questions

Q I travel with an oyster card – can I still claim?
A – Yes, and the FCC website states;

‘If you have oyster PAYG you must accompany your claim with a print out showing where you touched in and out and the cost of your journey. If you have an oyster season ticket you must accompany your claim with a receipt showing the date of purchase, the price you paid for your ticket and the zones that this covers. Collect a claim form from one of our stations and send this to …. (see address above)

Problem – this is no good if you want to use the online form – and who can be bothered to fill out paper forms every time you are delayed.

Solution – I was informed by a FCC staff member that you can enter your oyster card number instead of the season ticket number on the online form and they will be able to work it all out. The preceding information is incorrect. You will actually need to email / fax / send a copy of your oyster receipt or  record card to FCC for proof. Apparently FCC are in discussions with TFL to allow them to have access to Oyster records at some point in the future. Don’t hold your breath.

————————————————————————————————

Q I need to add more details but there is no space on the form, what can I do?
A - Unfortunately, all you can do is email customer.relations.fcc@firstgroup.com with the additional details, or you may just wish to submit your whole claim via email, and forget about the online form all together.
————————————————————————————————

Q Can I claim compensation for other problems, such as my train not stopping at my station?
A – Yes, I have successfully claimed compensation when my train was replaced with a ‘fast train’ without telling customers. Just email customer.relations.fcc@firstgroup.com with the details.