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Speaker 1: KiwiRail has been ordered to pay compensation to Fairy passengers

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Speaker 1: after a bunch of bunch of cancelations back in twenty

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Speaker 1: twenty three. Now, what happened back then was that the

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Speaker 1: company said no to reimbursing anyone. Now the Commerce Commission

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Speaker 1: has told it needs to cough up. Adele Wilson is

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Speaker 1: Kiwirail's chief customer and growth officer. Hey, Adel, hi here,

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Speaker 1: how I am? I'm well, thank you. I imagine you want

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Speaker 1: to get the apology out of the way.

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Speaker 2: I certainly do. Yeah. Look, we've the incidents in early

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Speaker 2: twenty twenty three, precedented disruption impacted thousands of people and

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Speaker 2: we got it wrong. And look, I really do just

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Speaker 2: want to unreservedly apologize to all New Zealanders who were

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Speaker 2: impacted by that disruption, and more so by our decision

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Speaker 2: to delay compensation at the time. We know that caused

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Speaker 2: a lot of stress. And yeah, it's a huge sorry

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Speaker 2: to all of those people.

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Speaker 1: Okay, So how much do you think you're going to

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Speaker 1: have to end up paying.

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Speaker 2: Look, we don't have a really a view on the

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Speaker 2: total amount. We so far have contacted over one hundred

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Speaker 2: and ninety people and have doubt whether one hundred and

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Speaker 2: twenty claims to date, and the amount of both claims

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Speaker 2: has very hugely depending on what people's circumstances were at

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Speaker 2: the time. So look, there's no cap on it. We're

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Speaker 2: just taking it as it comes and looking at each claim,

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Speaker 2: claim by claim, what's.

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Speaker 1: The highest value you're going to pay out So far.

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Speaker 2: Look, it's ranged from claims in the thousands of dollars

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Speaker 2: down to just people saying, oh, just the price of

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Speaker 2: my ticket is.

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Speaker 1: Because it's not just the tickets that you're refounding, right,

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Speaker 1: is it also things like accommodation flights to replace blah

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Speaker 1: blah blah.

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Speaker 2: Yes, yes, exactly, it's the reasonable cost that people incurred

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Speaker 2: as a result of the disruption. And the unusual thing

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Speaker 2: about these disruptions, whether it was rolling and then as

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Speaker 2: we were trying to catch up the schedule, we had

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Speaker 2: another event and so things overlapped and people who'd been rebooked,

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Speaker 2: unfortunately some of them were delayed again. So there are

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Speaker 2: some high costs that we're looking at that people incurred.

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Speaker 1: Yeah, and Adele, are you planning to change the way

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Speaker 1: that you do this in the future, like no repeat

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Speaker 1: of the same type of thing.

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Speaker 2: Absolutely, so we've made several changes. The big change we've

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Speaker 2: made is to our rules. What we used to do

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Speaker 2: with mechanical events is we waited until the investigation was

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Speaker 2: finished to see whether the event was inside our control

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Speaker 2: or outside our control. And what that meant is people

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Speaker 2: have had to wait for a very long time, and

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Speaker 2: of course in this case, we also gave confusing messages

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Speaker 2: about whether they would ever get compensation. So we're not

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Speaker 2: going to do that anymore. Mechanical events, We're going to

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Speaker 2: treat those as though they are within our control unless

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Speaker 2: the clear it's very clear at the time that it wasn't,

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Speaker 2: and we're going to pay people their compensation immediately so

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Speaker 2: that they can get on and make their other plans

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Speaker 2: and sort themselves out.

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Speaker 1: Adele, thanks very much, look after yourself. That's a Dale Wilson,

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Speaker 1: Keirel's chief customer and Growth officer. I'm going to talk

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Speaker 1: to the Greens about the climate very shortly. Also have

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Speaker 1: to tell to tell you about the gas situation, but

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Speaker 1: listen very quickly. Just a heads up, keep an eye

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Speaker 1: out tomorrow for any news on Mark Lundy. Blast from

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Speaker 1: the past. But Mark Lundy's been before the parole board

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Speaker 1: today and this is actually Mark's third time appearing before

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Speaker 1: the parole board. Obviously times one and two they said no,

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Speaker 1: we're not letting you out, and mainly they said no,

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Speaker 1: we're not letting you out because he was like, I

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Speaker 1: didn't do it, I'm innocent, and often they don't like that.

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Speaker 1: They like you to admit that you're guilty and then

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Speaker 1: sort of like say you're sorry and stuff, and then

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Speaker 1: they let you out. Anyway, So it's this third time

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Speaker 1: appearing before the parole board. If they decide, if they

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Speaker 1: make a decision as to whether to let them out

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Speaker 1: or not, which I'm assuming they're going to have to,

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Speaker 1: because what's the point of the appearance unless they make

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Speaker 1: a decision. They are like to release that decision tomorrow.

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Speaker 1: So keep an eye. I mean, what are the chances

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Speaker 1: that he gets out. The guy's been in for twenty

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Speaker 1: three years and as I say, trouble thus far has

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Speaker 1: been not admitting admitting his guilt. So it'll be it'll

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Speaker 1: be absolutely, I mean, if he doesn't get out, much

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Speaker 1: the same if he gets out.

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Speaker 2: Interesting for more from Hither Duplessy Allen Drive listen live

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Speaker 2: to news talks.

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Speaker 1: It'd be from four pm weekdays, or follow the podcast

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Speaker 1: on iHeartRadio