75% of rail passengers unaware of refunds for train delays

Around 75% of rail passengers don't know that they are entitled to compensation due to rail delays , and rail operators need to do more to let them know.

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Meridian East - 75% of rail passengers unaware they're entitled to compensation for delays & cancellations

by Mike Pearse

Millions of pounds in compensation - for delayed trains - hasn't been paid - because passengers don't know they can claim it. The money from rail firms is there for commuters hit by delays or cancellations.

But a recent report by the Government's Rail Regulator found that...

75% of people aren't aware they're entitled to compensation.

74% say train companies do little or nothing to let them know they can claim.

That means £90 million is left unclaimed every year.

A number of lines are still suffering disruption after recent storms including the Battle to Wadhurst lines in Sussex - and the Ashford to Canterbury line which is currently under water at Shalmsford Street. Our Transport Correspondent Mike Pearse reports.

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Meridian West - 75% of passengers don't know about rail refunds for late or cancelled trains

Millions of pounds in compensation hasn't been paid out - because rail passengers - don't know they can claim it. The money from rail firms is there for passengers facing delays or cancellations but the Government's Rail Regulator, says most people have no idea.

It says that:

Three quarters of people don't even know they're entitled to compensation.

74% say train companies do little or nothing to let them know they can claim.

That means £90 million is left unclaimed every year.

Here's our Transport Correspondent Mike Pearse.

National

Calls for cash compensation for delayed rail passengers

Delayed rail passengers should be compensated in cash rather than vouchers, watchdog group Passenger Focus said.

Chief executive of the group David Sidebottom said the main reason passengers contact them are over concerns to do with train delays, refund conditions and levels of compensation.

Read: Train compensation 'a problem that needs addressing'

Delayed passengers should be given cash refunds instead of vouchers.
Delayed passengers should be given cash refunds instead of vouchers. Credit: Press Association.

Mr Sidebottom said the group would like to see compensation regime improvements in new rail franchises being introduced over the next few months. Rail minister Stephen Hammond welcomed the findings of the report by the Office of Rail Regulation. He said:

"I am determined that passengers have the best possible experience on our railways so I welcome the ORR report.

"Our new franchising agreements are ensuring that more-generous compensation schemes are in place for passengers and it is essential they know how to claim. I will continue to push operators to do all they can to make sure passengers are fully aware of their rights."

Read: Most train passengers unaware of refund rights

National

'Most train passengers unaware of refund rights'

More than three-quarters of train passengers are unaware of their compensation and refund rights when trains are delayed or cancelled, according to a report by rail regulators.

More than three-quarters of train passengers are unaware of their compensation and refund rights, according to a report by rail regulators. Credit: PA

A survey and study groups revealed more than 75% of rail passengers "do not know very much" or "nothing at all" about what they are entitled to when services are disrupted.

Read: Rail fares: Where does the money go?

The Office of Rail Regulation report also showed that 74% of the passengers questioned said that train companies do "not very much" or "nothing at all" to proactively provide information about compensation when there are delays.

National

Train compensation a 'problem that needs addressing'

A rail watchdog has described the regulators findings as "concerning" and said that more needs to be done to alert rail passengers to their refund and compensation rights for disrupted services.

When trains are delayed or cancelled, it is important that passengers are made aware of their rights to a refund or compensation.

It is of concern that as many as 75% of rail passengers 'do not know very much' or 'nothing at all' about their rights.

This is a problem that needs addressing. The top issues raised by passengers contacting us regularly include train delays, refund conditions and levels of compensation.

– David Sidebottom, acting chief executive of rail traveller watchdog Passenger Focus

Read: 'Most train passengers unaware of refund rights'

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Rail passengers can get compensation for late trains

The region's train operators need to make it easier for passengers to claim compensation for delays or cancellations, according to the national rail watchdog.

A survey by the Office of Rail Regulation found that more than 75% of train passengers do not know they're entitled to full or partial refunds for delays and cancellations of over thirty minutes.

More than a thousand train users and passenger focus groups were consulted.

Some rail passengers could get compensation for late or delayed trains Credit: ITV Meridian