Transport Focus calls for ‘shake up’ of train passenger compensation

Train operators still need to do more to alert passengers to their right to compensation, says Transport Focus.

The watchdog today said that many train operators still have complicated and lengthy claims processes. A new survey of over 2000 people found that only 3 in 10 of those surveyed were properly alerted by train operators to the fact that they could claim for delays.

Some train operators did better than others, but Transport Focus believes train operators need to do more.

Transport Focus is calling for:

• a national website portal for co-ordinating claims to standardise and simplify the process for passengers
• quicker and easier compensation process for passengers, with more choices about how they make a claim and receive the payment
• more automated compensation, so passengers don’t have to fill in a claim in the first place, and for the Government to name a date on when every passenger will be able to get ‘one-click’ compensation
• for every train company to offer Delay Repay 15 to bring consistency to compensation across the network.

Remember, if you experience a delayed train journey, you can use Resolver to make a complaint. Check out our guide to your rights!