Service disruptions and journey alternatives
Applies to: customers affected by cancelled, delayed or replaced services.
Steps
- Ask for the route, direction and time the customer plans to travel.
- Check the live Service updates board for that line.
- For rail works, offer the replacement bus service and note it is free to use with the same go card tap.
- Offer a journey plan with the next two options. Share the plan by SMS or email if the customer wants.
- Advise that the usual fare applies to alternative routes, and that no tap off penalty applies to replacement buses.
Compensation
TransLink does not provide cash compensation for delays. If the customer paid a default fare because of the disruption, apply a fare adjustment.
Escalate when
- The customer has an accessibility need and no suitable alternative exists.