Customer Contact

Following on from a super complaint from Which?  to the Office for Rail and Road (ORR) raising concerns that most delayed rail passengers are not aware of, nor apply for, the compensation to which they are entitled to the train operators have been told to get on track with their refunds policies with the following.

  • A coordinated, national promotional campaign by the train companies to increase passenger awareness of compensation available.
  • Clearer, plain English forms, website information, and other written communication to make the process of claiming compensation simpler.
  • Better training to support staff in providing better information.
  • Review of consistency between train company franchise agreements to ensure compensation is promoted more prominently and more often at the time of delay.
  • A clearer licence condition for train companies so that explaining compensation is considered and enforced as a key element of good passenger information.

The ORR will actively engage and closely monitor train companies to make sure improvements are delivering for passengers.

It is  also working with Transport Focus on a compensation survey of 8000 passengers and will establish and measure the ‘claims gap’ between what passengers are entitled to from delays and how much is actually paid out.

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