We’re tackling the issue of rail compensation head on by using our legal powers to submit a super-complaint to the Office of Rail and Road. We’re asking for rail refunds to be made clearer and easier for passengers.
Be it leaves on the line, the wrong kind of snow or a missing driver, train delays are an unwelcome feature of many train journeys. Sometimes, despite the frustration of a delay I almost have to laugh at the excuse given.
But what isn’t a laughing matter is that passengers are regularly being put out and yet unclaimed compensation for delayed and cancelled train journeys is running in to millions of pounds each year.
That’s why we’ve submitted our super-complaint to the regulator and are asking for rail refunds to be made easier.
The latest figures show that 47 million passenger journeys were cancelled or significantly late in one year.
Yet our survey of almost 7,000 passengers found that only a third of passengers who may have been entitled to compensation made a claim. The fact that only 36% of those surveyed were informed of their rights after their last delay highlights why claiming levels are so low.
What’s the solution?
Train companies could easily make passengers aware of their rights when they’re delayed, and make the system easier too. Just the other week my parents were on a delayed train and yet there was no announcement about their entitlement to compensation. They asked the conductor for a refund form which duly appeared, but contained out of date and incorrect information about what they were entitled to.
If passengers waited for automatic compensation for delays to be rolled out, it would take until at least 2025 to cover the whole network. To get the system back on track we want clear information on how to get a refund for rail delays, with all train companies offering cash as the first option for compensation and for them to be held to account if they fail to encourage passengers to claim refunds.
Have you ever suffered from delayed or cancelled trains? Were you clear on your rights to claim compensation? Did you make a claim?