Stop train companies making money from their OWN delays

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9.05.2016

Stop train companies making money from their OWN delays

Rail passengers should be given more information on how to claim compensation when services are delayed, the industry regulator has said.

The Office of Rail and Road (ORR) wants train companies to launch a national campaign to raise awareness of what payouts are available following disruption to the network,
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It also urged operators to ensure compensation forms are written in "plain English" and staff are given better training to provide information to passengers.

The recommendations were made after consumer group Which? used its powers under the Enterprise Act 2002 to launch a super complaint over the issue in December.

Read more:

Train delayed? The one company that’s now automatically refunding youMost train companies offer compensation if services are delayed by at least half an hour, but a survey of almost 7,
replica uggs uk,000 passengers found only a third (34%) of those entitled to a payout made a claim.

Richard Lloyd, Which? executive director,
wholesale cheap ugg boots, said: "The pressure is now on the train companies to show they can bring about urgently needed basic improvements for their customers."

The regulator must take enforcement action "without delay" when breaches of consumer law and operating licence conditions are found, he added.

ORR chief executive Joanna Whittington said the information given to passengers "needs to be better and the process must be clearer".

The recommendations would "help achieve improvements straight away", she said,
christian louboutin replica, warning that the regulator will introduce a strong monitoring regime to ensure the industry is "delivering for passengers".

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The great British train rip off exposed how you can pay less for your commute

Why people aren’t claiming

Transport Focus boss Anthony Smith said some passengers do not apply for compensation due to a "lack of awareness or knowledge of how to claim",
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Paul Plummer, chief executive of the Rail Delivery Group, which represents train operators, said the industry is committed to improving the process with measures such as extra announcements on trains,
louboutin replica, websites and social media.

He insisted that more people are receiving cash payouts for delays.

Plummer added: "There is always room for improvement and we know that we can do more to give our customers an even better deal. We will address all of the regulator’s recommendations."

The money you’re missing

Recent Press Association analysis of ORR figures showed that an average of 57 trains are significantly late every day in Britain.

Some 5,250 trains were between 30 and 119 minutes late from July to September last year.

Train companies received million in 2014/15 for unplanned delays attributed to Network Rail (NR), such as those caused by infrastructure faults, vandalism and bad weather.

But according to the Department for Transport (DfT), figures from 12 operators including Virgin Trains, CrossCountry and Southern show a total payout to passengers of just million over the same period.

NR says the payments it makes to train companies compensates them for the "long term impact of disruption" as it is thought delayed passengers will be less likely to travel by train in the future, which affects revenue from fares.

How to claim now

You need to send proof you’ve paid for the journey in question, as well as details of the delay and its impact on your journey to the train operating company.

In many cases not sending your ticket could mean you’re denied compensation,
replica ugg boots uk. A copy of the receipt for your season ticket is generally acceptable if you’re claiming for that,
wholesale uggs cheap.

For Londoners (who can claim compensation for delays of as little as 15 minutes on the underground network), you need to create or log in to your Oyster account or TFL Online account if you’re using a contactless card.

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