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