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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.
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."
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.
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.
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.
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.
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What you can claim after a delay or cancellation depends on a number of variants - train company, type of ticket and length of delay.