Better information and stronger monitoring of standards are among the recommendations called for by the Office of Rail and Road (ORR) to help rail passengers get more of the compensation they are due from delays.
In December 2015, Which? lodged a complaint with ORR about train companies, highlighting that passengers were being doubly disadvantaged by train delays, as the claims process they had to follow for compensation was neither clear nor straightforward.
ORR’s investigation has found that passengers’ awareness of their rights is not high enough and the information they receive needs to be improved. ORR’s research shows that around 80% of passengers do not claim such compensation.
Consequently, ORR recommended a package of measures including: a co-ordinated, national promotional campaign by the train companies to increase passenger awareness of compensation available; clearer, plain English forms, website information, and other written communication to make the process of claiming compensation simpler; and better training to support staff in providing information on compensation.
“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,” ORR Chief Executive Joanna Whittington said.
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