Industry regulator, The Office of Rail and Road (ORR) says rail passengers should get more support to help claim back compensation they are entitled to when trains are delayed.
The ORR was responding to a super-complaint made by the consumer group Which? in December 2015 which complained that millions of travellers were being cheated by the system with 80% of passengers not bothering to claim back compensation.
Train operating companies have promised to take action to improve the compensation process and make claiming back easier.
The ORR proposes:
♦ A campaign to encourage awareness among passengers
♦ Clearer forms to make claiming easier
♦ Better staff training
♦ The right to compensation being promoted at the time of the delay
Peter Kyle, Labour MP for Hove and Portslade, said: “Today’s statement from the rail regulator is very encouraging, showing they recognise its simply unacceptable for passengers who have already suffered from delayed or cancelled trains to then have to deal with a confusing and drawn out process to access the refunds they are entitled too. I hope both the Government, Govia Thameslink Railway and other franchise holders take action to meet these recommendations and make the changes required to give long-suffering passengers a better deal.”
Which? executive director Richard Lloyd, said: “The rail regulator confirms what Which? has said for years – millions of passengers are not getting the compensation they are owed for train delays and cancellations. The regulator’s plans for action in the short-term are a step in the right direction.
“The pressure is now on the train companies to show they can bring about urgently needed basic improvements for their customers. And, where breaches of consumer law and licence conditions have been found, the ORR must take enforcement action without delay.
“But this alone will not be enough to solve the problem for passengers in the long term. The Government must now ensure that the rail regulator has all the powers and duties it needs to be a consumer watchdog with real teeth.”
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