18th March 2016
Rail passengers should be given help to make a claim when their train is delayed, which 80% of those affected do not do.
The Office of Rail and Road (ORR) has said passengers need more help to make a claim as just one in five bother to do so if their train is delayed.
It has called for clearer forms to be produced, better staff training and a publicity campaign, which is said would encourage people to claim compensation.
The ORR was responding to a ‘super-complaint’ from consumer group Which? that had complained that millions of people were losing out.
ORR chief executive Joanna Whittington said: ‘We want all passengers to be able to claim the compensation they are entitled to. The information they receive needs to be better and the process must be clearer and simpler.
However, Richard Lloyd, director of Which?, said the proposals on clearer forms and more publication are not enough.
‘This alone will not be enough to solve the problem for passengers in the long term,’ he said.
‘The government must now ensure that the rail regulator has all the powers and duties it needs to be a consumer watchdog with real teeth.’